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

company logo
This webinar was brought to you by Call Centre Helper and is sponsored by CallMiner

Recommended Articles

Can you Recommend any Games I can use to Motivate my Agents?
20 Things Advisors Can Do to Improve the Customer Experience
How to Shift to an Outcomes-Based Customer Engagement Programme
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.