Recorded Webinar: How to Make Your Agents More Productive (2019)


We can’t target agents on metrics such as handling time and occupancy in the hope of improving productivity as it will either cause advisors to rush through calls or cause burnout.

So, what can we do?

In this webinar, we provided you with a number of innovative strategies to improve agent productivity, without lowering call/contact quality and morale.


  • Introductions – Charlie Mitchell, Call Centre Helper
  • Daniel Ord, OmniTouch International
Webinar slides for Daniel Ord on how to make your agents more productive or How to bring the productivity in the contact centre ecosystem

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  • Mike Murphy, Genesys
Mike Murphy's webinar slides: How to Make Your Agents More Productive

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Topics Discussed

  • How you should be defining agent productivity
  • How to balance efficiency and effectiveness
  • The keys to creating a positive contact centre culture
  • Tried and tested ways of keeping advisors motivated
  • Top tips from the audience
  • Winning tip – “We keep our teammates motivated by our culture. We all have one goal, and that is the customer’s needs.
    Therefore we only track CSAT, Quality and Adherence. We want them to focus on the the services they provide and not be a number.” thanks to Amber5

Original Webinar date: 14th November 2019


Daniel Ord - Headshot
Daniel Ord
OmniTouch International

Mike Murphy - Headshot
Mike Murphy

Charlie Mitchell - Headshot
Charlie Mitchell
Call Centre Helper

Published On: 8th Nov 2019 - Last modified: 28th Feb 2023
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