Webinar Replay: How to Make Your Agents More Productive

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We can’t target agents on metrics such as handling time and occupancy in the hope of improving productivity as it will either cause advisors to rush through calls or cause burnout.

So, what can we do?

In this webinar, we provided you with a number of innovative strategies to improve agent productivity, without lowering call/contact quality and morale.


  • Introductions - Charlie Mitchell, Call Centre Helper
  • Daniel Ord, OmniTouch International
Webinar slides for Daniel Ord on how to make your agents more productive or How to bring the productivity in the contact centre ecosystem Click here to view the slides
  • Mike Murphy, Genesys
Mike Murphy's webinar slides: How to Make Your Agents More Productive Click here to view the slides
Daniel Ord - headshot
Daniel Ord
OmniTouch International
Mike Murphy - headshot
Mike Murphy
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
Topics to be discussed
  • How you should be defining agent productivity
  • How to balance efficiency and effectiveness
  • The keys to creating a positive contact centre culture
  • Tried and tested ways of keeping advisors motivated
  • Top tips from the audience
  • Winning tip – "We keep our teammates motivated by our culture. We all have one goal, and that is the customer's needs. Therefore we only track CSAT, Quality and Adherence. We want them to focus on the the services they provide and not be a number." thanks to Amber5
Original Webinar date: 14th November 2019

Speaker Biographies

Daniel Ord | OmniTouch International

I'm an American national with nearly 30 years in the Customer Contact industry.

For the past 19 years I've travelled the world to deliver workshops that help & inspire people to deliver better Customer experiences.

Because I have mastery in both the Contact Centre discipline and the Customer Experience discipline, I’m able to help people develop their own expertise across both of these uniquely different ecosystems.

Among other credentials I'm one of only six people in the world currently designated as a Recognized Training Provider by the Customer Experience Professionals Association (CXPA). My CX workshops help people master CX as well as prepare for the CCXP Exam if they choose.

Connect with Daniel on Social Media: Linkedin

Mike Murphy | Genesys

Experienced, trusted sales professional with a deliberate focus on customer experience. Passionate about delivering on the improvement promise for my customer. For me, success breeds success that paved my way to a 30+ year sales career across just three employers.

I'd be delighted to engage, if like me you want to bring success to life within your customer experience operations.

Connect with Mike on Social Media: Linkedin | Twitter