Webinar Replay: Creating a Culture That Customers and Advisors Love

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Creating and maintaining a positive culture is key to delivering a great experience, both for your customers and advisors.

However, doing so is much easier said than done, as we want to develop an atmosphere that best supports both learning and enjoyment.

With this in mind, we have designed a webinar that shares all of the latest thinking into creating a culture that nurtures advisor growth and encourages fun for everyone.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Sarah Morgan, Luceat Consulting
 Sarah Morgan slides from culture webinar Click here to view the slides
  • Mike Murphy, Genesys
 Mike Murphy slides from culture webinar Click here to view the slides
Sarah Morgan - headshot
Sarah Morgan
Luceat Consulting
Mike Murphy - headshot
Mike Murphy
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
What You Will Learn
  • Motivating advisors with a purpose
  • Bringing fun into the workplace
  • Developing advisor skills
  • How to remove demotivators
  • Offering the right guides and support systems for advisors
  • Top tips from the audience
  • Winning tip – "We've recently started recording interview-style videos where leaders ask team members about their top tips and honest experiences on things like building resilience and handling emotional load" thanks to Neil25
Original Webinar date: 5th November 2020

Webinar Timeline

0:10: Introductions – Rachael Trickey, Call Centre Helper
4:07: Sarah Morgan, Luceat Consulting Presentation
15:13: Poll with results from the audience. Asking "WSince March, Which of the Following Initiatives Have You Run?"
23:22: Take-aways from Sarah's presentation
25:10: Quiz
29:41: Top Tips, Opinions and Questions from the audience
38:06: Poll with results from the audience. Asking "Which of the Following Tools has the Biggest Impact on Agent Engagement?"
39:57: Mike Murphy, Genesys Presentation
55:33: Take-aways from Mike's presentation
56:26: Top Tips, Opinions and Questions from the audience
1:00:12: Winning Tip

Speaker Biographies

Sarah Morgan | Luceat Coaching and Consulting

With 25 years’ experience as a leader and a coach in a wide range of industries, Sarah founded Luceat Coaching and Consulting in 2019 to assist leaders and businesses, who want to achieve more in their career; stop sabotaging their own success; improve Operational performance in the workplace; or drive greater employee engagement and satisfaction.

Having been responsible for Service Desks, Technology Support functions, Customer Operations teams, and Consumer facing Contact Centres, as well as delivering Technology Solutions and Change Programs into a number of businesses and industries, she has a broad set of experience and expertise that she can draw upon for her clients.

Connect with Sarah 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