Recorded Webinar : Motivating Agents to Deliver Better Customer Outcomes


It’s easy to be reactive in the contact centre. Phone calls, emails, web chats all flood in.

But unless your advisors can be proactive and start to spot problems and get them fixed, the same types of contacts will keep coming in.

In this webinar, we look at how to get agents and advisors to take more responsibility for problems, instead of leaving it for others.

We also look at how to change agent behaviours so that they regularly go the extra mile with callers and act as ambassadors for your organisation.

In our webinars, you also have the opportunity to share tips and ask questions of the audience and other attendees.

Topics Discussed

  • How to motivate agents to want to change
  • Changing employee behaviour
  • Change management
  • Spotting problems – Early
  • Taking ownership for problems
  • Empathy statement and positive scripting
  • The role of technology
  • Top tips from the audience


Carolyn Blunt - Headshot
Carolyn Blunt
Ember Real Results

Frank Sherlock - Headshot
Frank Sherlock

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 7th Feb 2017 - Last modified: 28th Feb 2023
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