Recorded Webinar: Ways to Empower Contact Centre Advisors


It’s a difficult time for contact centre advisors.

Your team need support, not only to improve their well-being, but to help them stay motivated to assist customers, who may be feeling negative emotions.

In this webinar we will share lots of new ideas for how you can help to inspire advisors to improve their performance in our new reality and keep them happy.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Nerys Corfield, Injection Consulting
 Nerys Corfield slides from empowerment webinar

Click here to view the slides

  • Frank Sherlock, CallMiner
 Frank Sherlock slides from empowerment webinar

Click here to view the slides

  • Benedita Miranda, Sitel Group
 Benedita Miranda slides from empowerment webinar

Click here to view the slides

Topics Discussed

  • Where might advisor performance be slipping?
  • New ways to improve advisor performance
  • How you can monitor and enhance employee wellbeing
  • Fun ways to keep your team motivated
  • How to emotionally engage with advisors
  • Top tips from the audience
  • Winning tip – “We have created Virtual lunch Hall via teams – to simulate the canteen or breakout area. It is an area you can log in whilst having your break etc. It encourages the social interaction” thanks to Nikki11

Original Webinar date: 18th March 2021

Webinar Timeline

0:11: Introductions – Rachael Trickey, Call Centre Helper
3:48: Nerys Corfield, Injection Consulting Presentation
8:42: Poll with results from the audience. Asking “When did Your Company Last Change the Questions on Your Quality Scorecard?”
16:18: Take-aways from Nerys’s presentation
17:18: Top Tips, Opinions and Questions from the audience
23:32: Frank Sherlock, CallMiner Presentation
38:09: Take-aways from Frank’s presentation
39:21: Quiz
43:45: Benedita Miranda, Sitel Group Presentation
53:49: Take-aways from Benedita’s presentation
54:02: Top Tips, Opinions and Questions from the audience
1:00:14: Winning Tip


Nerys Corfield - Headshot
Nerys Corfield
Injection Consulting

Benedita Miranda - Headshot
Benedita Miranda
Sitel Group

Frank Sherlock - Headshot
Frank Sherlock

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

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Author: Rachael Trickey

Published On: 15th Mar 2021 - Last modified: 28th Feb 2023
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