Recorded Webinar : Motivating Agents to Deliver Better Customer Outcomes


Agenda

  • Introductions – Rachael Boynton, Call Centre Helper
  • Carolyn Blunt – Ember Real Results
Webinar Slides : Motivating Agents to Deliver Better Customer Outcomes by Carolyn Blunt

Click here to view the slides

  • Frank Sherlock – Callminer
Webinar Slides : Motivating Agents to Deliver Better Customer Outcomes by Frank Sherlock

Click here to view the slides

Topics to be discussed

  • How to motivate agents to want to change
  • Changing employee behaviour
  • Change management
  • Spotting problems – early
  • Taking ownership for problems
  • Empathy statements and positive scripting
  • The role of technology
  • Top tips from the audience
  • Winning Tip – “We’ve done call centre bingo before. Where every agent gets a card with a number of things on to cross off, like ‘made a lead’, ‘spoke to a John’, ‘spoke with 5 women’ etc. And first to get a line, then a full house win. It gets everyone wanting to take calls and excited about if that next call will get them to cross one off. And of course they have to shout BINGO!” thanks to Charlie11

Original Webinar date: Thursday 9th February 2017







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