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



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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
Webinar slides for Daniel Ord on how to make your agents more productive or How to bring the productivity in the contact centre ecosystem Click here to view the slides
  • Mike Murphy, Genesys
Mike Murphy's webinar slides: How to Make Your Agents More Productive 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- Headshot
Daniel Ord
OmniTouch International
Mike Murphy- Headshot
Mike Murphy
Genesys
Charlie Mitchell- Headshot
Charlie Mitchell
Call Centre Helper

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


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