Recorded Webinar: 5 Ways to Create Engaged and Empowered Agents

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It is generally recognised that engaged and empowered advisors deliver better customer satisfaction.

In this webinar we looked at 5 ways to create engaged and empowered agents.


  • Introductions – Rachael Boynton, Call Centre Helper
  • Carolyn Blunt, Ember Real Results

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  • Frank Sherlock, Callminer

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Topics to be discussed

  • Building Agent Confidence
  • What does Agent Empowerment look like?
  • Increasing Agent Engagement
  • Problem Solving and Building Rapport
  • Making time for Training
  • Dealing with Difficult Customers
  • Employee Satisfaction Surveys
  • Winning tip – “A big piece from my team is how “valued” they feel and how their performance makes a contribution to the centre targets and objectives. One of the most powerful phrases in leadership is “Well done” and making sure people understand what a difference their efforts and performance makes.” Thanks to Paul92.

Original Webinar date: 26th April 2018

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This webinar was brought to you by Call Centre Helper and is sponsored by CallMiner.

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