Webinar Replay: Managing People Remotely

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Over 2020, you will have tweaked your homeworking strategy, in terms of working environments, security, engagement, costs and everything else.

But now is the time for a refresh. To motivate your team in new ways and gain lots more insights into how they are performing.

This webinar is here to help you, with lots of expert advice for how you can better support your people from far away.

Agenda

  • Introductions – Charlie Mitchell, Call Centre Helper
  • Natalie Calvert, CX High Performance
 Natalie Calvert slides from remote working webinar Click here to view the slides
  • Koby Amedume, NICE inContact
 Koby Amedume slides from remote working webinar Click here to view the slides
Panellists
Natalie Calvert - headshot
Natalie Calvert
CX High Performance
Koby Amedume - headshot
Koby Amedume
NICE inContact
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
 
What You Will Learn
  • How can you nurture performance from far away?
  • Great working practices to support remote working
  • What can you do to ensure agent well-being?
  • How to alleviate safety and security concerns
  • How to use remote working to improve resource planning
  • Top tips from the audience
  • Winning tip – "You could open up a teams chat for BAPSAP (Bring A Problem Solve A Problem) for team members to resolve the issue within their peer group. Quick way of building knowledge." thanks to AlexU1
Original Webinar date: 25th February 2021

Webinar Timeline

0:19: Introductions – Charlie Mitchell, Call Centre Helper
4:30: Natalie Calvert, CX High Performance Presentation
12:47: Poll with results from the audience. Asking "On a Scale of 1-5, How Well do You Feel Your Organization is Delivering on Its Remote Working Responsibilities?"
15:19: Poll with results from the audience. Asking "On a Scale of 1-5, How do You Rate Your Team Leaders / Managers Abilities to Manage Remote Workers?"
16:55: Top Tips, Opinions and Questions from the audience
23:31: Natalie Calvert, CX High Performance Presentation
31:40: Take-aways from Natalie's presentation
34:15: Quiz
38:27: Koby Amedume, NICE inContact Presentation
44:25: Poll with results from the audience. Asking "What Type of Gamification do You Currently Have in Your Contact Centre?"
54:30: Take-aways from Koby's presentation
55:42: Top Tips, Opinions and Questions from the audience
1:01:03: Winning Tip


Speaker Biographies

Natalie Calvert | CX High Performance

Recognised as an exceptional customer experience strategist, leadership developer and employee engagement expert.

Always delivering significant and pragmatic CX service, sales and cultural transformation improvement programmes, often with complex organisations, to increase customer experience, employee engagement and improve bottom line performance.

100% of the time achieving impressive commercial improvements, behavioural change, increased employee engagement and customer experience through her purposeful focus on people and performance.

Privileged to work with and have empowered and equipped more than 200,000 service & sales professionals and leaders across 100+ global organisations to deliver world class customer service during my 20 year career.

Author of the The Handbook of Call and Contact Centre Management

Her high-impact motivational style combined with her phenomenal level of expertise in Customer strategy and change management programmes and down-to-earth approach means she is in constant demand as a chair and speaker at major industry events and judging industry awards.

Connect with Natalie on Social Media: Linkedin

Koby Amedume | NICE inContact

Exceptionally focused marketing director and leader with considerable experience across UK, EMEA, APAC and LATAM. Expert across a wide range of marketing disciplines (from Digital Marketing, Demand Gen, Analyst and Media Relations). Action orientated with a strong reputation for delivering results and building high performing teams. Skilled in creating effective metrics driven marketing strategy, customer acquisition, media communications & marketing programmes to drive revenue.

Creative and enjoys working in a fast-paced dynamic environment with proven ability in leading collaborative efforts across a diverse range of stakeholders. Over 20 years of expertise in B2B & B2C across the full marketing mix including Marketing Automation (Marketo), digital and social platforms. Built and led multi skilled and performance driven marketing functions in both start up, growth phase and corporate enterprise.

Connect with Koby on Social Media: Linkedin | Twitter