Recorded Webinar: The Top 10 Employee Engagement Ideas


1,030

Improving advisor engagement brings so many benefits to your contact centre. These include boosting performance, improving learning and reducing absence/attrition.

So, looking to improve engagement is a no-brainer. But, with the often limited resources that we have available in the contact centre, how can we do this?

In this webinar, we present a series of practical techniques to motivate advisors to deliver great customer service that will make for more happy customers.

Agenda

  • Introductions – Rachael Trickey, Call Centre Helper
  • Richard Roberts, enRich HR
 Richard Roberts slides from employee engagement webinar

Click here to view the slides

  • Mike Murphy, Genesys
 Mike Murphy slides from employee engagement webinar

Click here to view the slides

Topics Discussed

  • The keys to engaging employees in the contact centre
  • What are you doing that may be negatively impacting engagement?
  • Developing stronger relationships between advisors and team leaders
  • Can we measure engagement in the contact centre?
  • The tools that can greatly benefit the advisor experience
  • Top tips from the audience
  • Winning tip – “We have an engagement committee that is open to the associates to be part of and they are divided into four pillars: Wellbeing, Networking, Community, and Environment.
    We also provide a list of virtual volunteer opportunities.
    Each associate has eight hours of volunteers hours they can use and can be in increments of 1, 2, 3 or 4 hours.”
    thanks to Karen44

Original Webinar date: 10th September 2020

Webinar Timeline

0:10: Introductions – Rachael Trickey, Call Centre Helper
3:47: Poll with results from the audience. Asking “How Would you Rate the Level of Employee Engagement in Your Organisation?”
5:44: Richard Roberts, enRich HR Presentation
19:06: Poll with results from the audience. Asking “Do the Managers and Leaders in Your Organisation Understand how to Engage Their Teams?”
24:57: Quiz
30:01: Richard Roberts, enRich HR Presentation continued
31:41: Top Tips, Opinions and Questions from the audience
39:12: Mike Murphy, Genesys Presentation
50:41: Take-aways from Mike’s presentation
51:24: Top Tips, Opinions and Questions from the audience
59:10: Winning Tip

Panellists

Richard Roberts - Headshot
Richard Roberts
enRich HR

Mike Murphy - Headshot
Mike Murphy
Genesys

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Published On: 4th Sep 2020 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,


Recommended Articles

how to calculate employee engagement score
How to Calculate an Employee Engagement Score
A drawing of a smile face on a post it note
How to Measure Employee Engagement
Serious, concentrated cat works remotely on a laptop while sitting at home
Six Ideas to Drive Employee Engagement
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.