Recorded Webinar: How to Make your Agents More Productive (2012)


Webinar on making your agents more productive.

Contact centre managers are often called on to deliver great customer service while at the same time maximising agent productivity.

It’s a tough act to get right.  Luckily there are a number of tools and techniques that can help.  Join us for this interactive webinar where we look at how to increase agent productivity.


  • Introductions – Jonty Pearce, Call Centre Helper
  • How to make your agents more productive – Paul Cooper, Customer Plus
  • The Efficient Agent – Lessons from the Field – Guy Tweedale, OpenSpan
  • Top tips from the audience

Winning tips –

“Sometimes I am not sure what was first – the objective that we want to achieve or the system around which we have to tailor the objective.” Thanks to Jurgen

“It is critical that management have an open-door policy.  Not just in theory but truly practise this concept. The agents are the ones doing the job and sometimes the best ideas come from them.  

If agents feel they have a voice in decisions, they will be more loyal to their manager as well as the company and will demonstrate this by supporting the decision.

Foster an environment where agents have the opportunity to meet with management at all levels to express thoughts and concerns.  Initiate an Associate Engagement Committee. 

Last, regular feedback on strengths and areas of opportunity is crucial to improved performance.  Agents need to know what they are doing right as well as what they need to improve upon.  Agents should always be aware of their current level of performance.” Thanks to Annette

  • Interactive Q&A – Live questions from the audience

Topics to be discussed

  • Efficiency measures
  • Generic vs. specialised teams
  • Training
  • Agent attrition
  • Reducing wrap-up time
  • Unified agent desktop
  • Creating a 360 degree view of the customer
  • Real-time guidance
  • Top tips from the audience
  • Interactive questions and answers
openspan logo

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

Original Webinar date: December 2012

Author: Jo Robinson

Published On: 5th Dec 2012 - Last modified: 11th Jan 2022
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