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

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• Mike Murphy, Genesys

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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

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