Recorded Webinar: How to Make Your Agents More Productive (2019) Related Articles Recorded Webinar: Building a Productive and Efficient Contact Centre Recorded Webinar: How to Turn Agents Into Super Agents Top Tips to Make Your Workforce More Productive Top Tips to Make Your Team Leaders More Productive 1,004 Filed under - Recorded Call Centre and Customer Experience Webinars, Charlie Mitchell, Daniel Ord, Genesys 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. Agenda Introductions – Charlie Mitchell, Call Centre Helper Daniel Ord, OmniTouch International Click here to view the slides Mike Murphy, Genesys Click here to view the slides 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 Panellists Daniel Ord OmniTouch International Mike Murphy Genesys Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Author: Rachael Trickey Published On: 8th Nov 2019 - Last modified: 22nd Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Charlie Mitchell, Daniel Ord, Genesys Recommended Articles Recorded Webinar: Building a Productive and Efficient Contact Centre Recorded Webinar: How to Turn Agents Into Super Agents Top Tips to Make Your Workforce More Productive Top Tips to Make Your Team Leaders More Productive Related Reports Webinar Replay: What Does an Excellent Customer Service Strategy Look Like 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter