Recorded Webinar: The Top 10 Employee Engagement Ideas

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

Click here to view the slides

• Mike Murphy, Genesys

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

enRich HR

Mike Murphy

Genesys

Rachael Trickey

Call Centre Helper

This webinar was brought to you by Call Centre Helper and is sponsored by Genesys

Author: Rachael Trickey