Webinar Replay: The Top 10 Employee Engagement Ideas

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Improving advisor engagement brings so many benefits to your contact centre. These include boosting performance, improving learning and reducing absence/attrition.

So, looking to improve engagement is a no-brainer. But, with the often limited resources that we have available in the contact centre, how can we do this?

In this webinar, we present a series of practical techniques to motivate advisors to deliver great customer service that will make for more happy customers.

Agenda

  • Introductions – Rachael Trickey, Call Centre Helper
  • Richard Roberts, enRich HR
 Richard Roberts slides from employee engagement webinar Click here to view the slides
  • Mike Murphy, Genesys
 Mike Murphy slides from employee engagement webinar Click here to view the slides
Panellists
Richard Roberts - headshot
Richard Roberts
enRich HR
Mike Murphy - headshot
Mike Murphy
Genesys
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
 
Topics to be discussed
  • The keys to engaging employees in the contact centre
  • What are you doing that may be negatively impacting engagement?
  • Developing stronger relationships between advisors and team leaders
  • Can we measure engagement in the contact centre?
  • The tools that can greatly benefit the advisor experience
  • Top tips from the audience
  • Winning tip – "We have an engagement committee that is open to the associates to be part of and they are divided into four pillars: Wellbeing, Networking, Community, and Environment. We also provide a list of virtual volunteer opportunities. Each associate has eight hours of volunteers hours they can use and can be in increments of 1, 2, 3 or 4 hours." thanks to Karen44
Original Webinar date: 10th September 2020

Webinar Timeline

0:10: Introductions – Rachael Trickey, Call Centre Helper
3:47: Poll with results from the audience. Asking "How Would you Rate the Level of Employee Engagement in Your Organisation?"
5:44: Richard Roberts, enRich HR Presentation
19:06: Poll with results from the audience. Asking "Do the Managers and Leaders in Your Organisation Understand how to Engage Their Teams?"
24:57: Quiz
30:01: Richard Roberts, enRich HR Presentation continued
31:41: Top Tips, Opinions and Questions from the audience
39:12: Mike Murphy, Genesys Presentation
50:41: Take-aways from Mike's presentation
51:24: Top Tips, Opinions and Questions from the audience
59:10: Winning Tip


Speaker Biographies

Richard Roberts | enRich HR

I’m an award-winning employee engagement specialist, passionate about helping organisations create engaged, inspired and productive teams with a positive, can do, values based culture.

I have nearly 30 years experience in HR and employee engagement roles, including ten years with Virgin Mobile. I split my time between my consultancy enRich HR, and renewable energy company Pure Planet where I’m People Director on a part-time basis.

As enRich HR I bring experienced guidance, often on a retained basis. I work with start-ups, SMEs and have particular experience in media, IT, creative, service and marketing sectors. Having a culture that creates engaged employees is a powerful way to drive growth.

Connect with Richard 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