Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership Related Articles Team Leadership: What Makes a Great Leader? Podcast - Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers Recorded Webinar: Managing People Remotely Recorded Webinar: New Thinking on Improving Quality 2,805 Filed under - Recorded Call Centre and Customer Experience Webinars, NICE CXone Leadership involves getting the best out of other people. This is crucial in contact centres, but often difficult because we’ve generally got so many people to lead. These people that we’re leading are also changing, with ever more demanding generations entering the contact centre, meaning that we have to find new ways to engage, develop and empower them. Luckily, we are here to suggest lots of new tools and techniques to help you do just that, as we share lots of insights to better support your team to do their very best work, every day. Agenda Introductions – Rachael Trickey, Call Centre Helper Natalie Calvert, CX High Performance Click here to view the slides Laura Bassett, NICE inContact Click here to view the slides Topics Discussed What does a great contact centre leader look like? Moving on from the traditional approach to contact centre leadership The latest leadership techniques to get the best from your people How is the contact centre workforce changing? The contact centre tools that a great leader will look to utilise Top tips from the audience Winning tip – “”Encouraging agent collaboration is critical to employee satisfaction. My software support team members have high individual satisfaction because they have each other’s backs. They tell me this every day.”” thanks to Laurie4 Original Webinar date: 2nd April 2020 Webinar Timeline 0:15: Introductions – Rachael Trickey, Call Centre Helper 3:16: Poll with results from the audience. Asking “How Frequently do Your Agents Receive Soft-Skills Training After Induction?” 5:29: Natalie Calvert, CX High Performance Presentation 30:13: Take-aways from Natalie’s presentation 31:26: Quiz 35:17: Top Tips, Opinions and Questions from the audience 39:21: Laura Bassett, NICE inContact Presentation 52:10: Take-aways from Laura’s presentation 52:47: Top Tips, Opinions and Questions from the audience 58:38: Winning Tip Panellists Natalie Calvert CX High Performance Laura Bassett NICE inContact Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE CXone Register Now! Author: Rachael Trickey Published On: 27th Mar 2020 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, NICE CXone Recommended Articles Team Leadership: What Makes a Great Leader? Podcast - Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers Recorded Webinar: Managing People Remotely Recorded Webinar: New Thinking on Improving Quality Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations Recorded Webinar: Treating Vulnerable Customers Fairly 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