The Top 20 Webinars

Over the last 20 years we’ve run hundreds of webinars (314 to be exact!) with the aim of helping you to boost your contact centre performance across a huge range of subjects. 

Here are the top twenty webinars, according to attendance figures. Enjoy!

1. The Best Ways to Design a Quality Scorecard

In this webinar we looked at the best ways to design a quality scorecard, so that you can change behaviours to improve the customer experience.

Speakers: Jonty Pearce, Call Centre Helper
Martin Jukes, Mpathy Plus
Reg Dutton, EvaluAgent

24th January 2019

Sponsored by EvaluAgent

257 live

Click here for the recording

2. How to Properly Assess Agent Performance

This webinar had actionable advice from our industry experts, so you can give your performance strategy a much-needed spring clean.

Speakers: Rachael Trickey, Call Centre Helper,
Garry Gormley, FAB Solutions
Risa Eldridge, CallMiner

20th April 2023

Sponsored by CallMiner

248 live

Click here for the recording

3. 7 Ways to Emotionally Engage With Your Customers

In this webinar we looked at how to identify and use customer emotions to your advantage. This will lead to an improved customer experience, higher customer satisfaction and an improvement in employee engagement.

Speakers: Rachael Trickey, Call Centre Helper
Colin Shaw, Beyond Philosophy
Fabrice Martin, Clarabridge

31st January 2019

Sponsored by Clarabridge

237 live

Click here for the recording

4. Managing People Remotely

This webinar shared how to tweak your homeworking strategy, in terms of working environments, security, engagement, costs and everything else, with lots of expert advice for how you can better support your people from far away.

Speakers: Charlie Mitchell, Call Centre Helper
Natalie Calvert, CX High Performance
Koby Amedume, NICE inContact

25th February 2021

Sponsored by NICE inContact (now NICE)

236 live

Click here for the recording

5. 5 Sure-Fire Quality Monitoring Techniques

In this webinar we shared a number of best practices to improve quality monitoring and discussed how you can get things right.

Speakers: Charlie Mitchell, Call Centre Helper
Miranda Cain, Elev-8 Performance
Tom Vander Well, Intelligentics
Lauren Maschio, NICE

11th March 2021

Sponsored by NICE

235 live

Click here for the recording

6. Contact Centre Morale

In this webinar, we showed you what contact centres are doing to increase morale amongst their team – with everything from simple tips to sophisticated strategies to galvanize your workforce.

Speakers: Rachael Trickey, Call Centre Helper
Carolyn Blunt, Ember Real Results
Mark Lockyer, CallMiner

11th June 2020

Sponsored by CallMiner

233 live

Click here for the recording

7. Performance Management – Best Practice for Agents, Leaders and Managers

In this webinar we shared three sets of best practices – for agents, leaders and managers – which will help to improve performance management across the board.

Speakers: Rachael Trickey, Call Centre Helper
Garry Gormley, FAB Solutions
Natalie Calvert, CX High Performance
Paul Turner, Genesys

30th Sept 2021

Sponsored by Genesys

228 live

Click here for the recording

8. Call Monitoring Strategies

In this webinar we looked at the best strategies for improving call quality monitoring.

Speakers: Rachael Boynton, Call Centre Helper
Dave Salisbury, Operations and Customer Relations Specialist
Ed Creasey, NICE Systems

14 March 2019

Sponsored by NICE

224 live

Click here for the recording

9. The Top 10 Employee Engagement Ideas

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

Speakers: Rachael Trickey, Call Centre Helper
Richard Roberts, enRich HR
Mike Murphy, Genesys

10th Sept 2020

Sponsored by Genesys

217 live

Click here for the recording

10. Secrets of Workforce Management

In this webinar we shared many of those tips and tricks, helping you to optimize your customer experience and potentially lower your operating costs at the same time.

Speakers: Jonty Pearce, Call Centre Helper
James Barnes, Destructive Digital
Faye Herring, SSE Energy Services
Kristyn Emenecker, Playvox

4th March 2021

Sponsored by Playvox

214 live

Click here for the recording

11. Customer Experience Tips From Great Contact Centres

In this webinar, we showed you how some of the best contact centres have helped to transform customer experience and create more happy customers, for the benefit of the entire organization.

Speakers: Rachael Trickey, Call Centre Helper
Gavin Scott, Customer Service Expert
Mike Murphy, Genesys

11th February 2021

Sponsored by Genesys

208 live

Click here for the recording

12. Contact Centre Transformation Ideas

The aim of contact centres has always been to deliver the best possible customer service. But over time the contact centre is picking up more and more responsibilities.

So, it’s time to move away from antiquated best practices and transform your contact centre into an operation that’s ahead of the game in terms of meeting business, customer and employee needs.

Our webinar shared how you do just that!

Speakers: Jonty Pearce, Call Centre Helper
Morris Pentel, Customer Experience Foundation
David Wasserman, NICE Systems

21st May 2020

Sponsored by NICE

207 live

Click here for the recording

13. Driving Down Repeat Contacts

In this webinar we looked at a number of key areas – from cutting out avoidable contacts, to better escalation procedures. Our panel of expects shared the experience they have learnt the hard way.

Speakers: Rachael Trickey, Call Centre Helper
Peter Massey, Budd
Lee Cottle, Playvox
Jo Hale, Customer Services Expert

31st March 2022

Sponsored by Playvox

204 live

Click here for the recording

14. Chat and Email Mistakes to Avoid

In this webinar, we discussed some chat and email mistakes and how you can avoid them, so you can improve digital conversations with your customers.

Speakers: Jonty Pearce, Call Centre Helper
Leslie O’Flahavan, E-Write
Neil Martin, The First Word
Vit Horky, NICE CXone

7 October 2021

Sponsored by NICE CXone

202 live

Click here for the recording

15. The Latest Thinking on Contact Centre Metrics

In this webinar we looked at the latest thinking on contact centre metrics and helped you choose the best measurements for your organization.

Speakers: Rachael Trickey, Call Centre Helper
Morris Pentel, Customer Experience Foundation
Mike Murphy, Genesys

12th Sept 2019

Sponsored by Genesys

199 live

Click here for the recording

16. 7 Key Ways to lower Average Handling Time

In this webinar we helped you steer clear of some dangerous pitfalls, before sharing seven great techniques for safely lowering AHT.

Speakers: Jonty Pearce, Call Centre Helper
Kim Ellis, Training Consultant
Will Lusted, Foehn

23rd Jan 2020

Sponsored by Genesys

196 live

Click here for the recording

17. How to Simplify Customer Journeys

This webinar shared lots of clever tweaks that you can make to your customer journeys to improve customer experience and simplify life in the contact centre.

Speakers: Jonty Pearce, Call Centre Helper
Alex Mead, Customer Service Experience Leadership & Transformation
Annika Björck, Customer Centricity Expert and Lecturer
Mike Murphy, Genesys

6th May 2021

Sponsored by Genesys

194 live

Click here for the recording

18. How to Knock 20 Seconds Off Your Average Handling Time

In this webinar we looked at how you could save time on every call.

Speakers: Rachael Trickey, Call Centre Helper
Paul Weald, Contact Centre Innovator
Mike Murphy, Genesys

17th January 2019

Sponsored by Genesys

194 live

Click here for the recording

19. Improving Quality in Live Chat and Email

In this webinar we discussed how we can improve quality in digital channels. We looked at the latest techniques to drive up quality across all digital channels.

Speakers: Jonty Pearce, Call Centre Helper
Neil Martin, The First Word
Sundeep Boughan, Puzzel

13th March 10:30 2018

Sponsored by Puzzel

194 live

Click here for the recording

20. The Secrets of WFM

In this webinar we shared the secrets of workforce management – how to improve forecasting, scheduling and resource planning.

Speakers: Jonty Pearce, Call Centre Helper
Paul Jackson-Moss, The Forum
Ric Kosiba, Genesys

13th March 1pm 2018

Sponsored by Genesys

194 live

Click here for the recording

Webinars by Numbers

• 314 webinars run in total
• Genesys has sponsored 8 out of the Top 20 webinars
• Rachael has chaired 10 out of the Top 20 webinars, although Jonty was a close second with 8!
• The highest registration figures were for “7 Ways to Emotionally Engage with Your Customers” with 1140.
• The largest number of people watching the replay was for “The Best Ways to Design a Quality Scorecard” with 172.

We hope that you found each of these webinars useful, and all of the others we have run throughout the years, and that you were able to implement some of these ideas in your contact centre.

But stay tuned, as we look to create even more great webinars in 2023. And remember to subscribe to our newsletter if you don’t want to miss out!

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