5 Ways to Create Engaged and Empowered Agents

It is generally recognised that engaged and empowered advisors deliver better customer satisfaction.

In this webinar with Call Centre Helper we looked at 5 ways to create engaged and empowered agents.

Topics to be discussed

• Building Agent Confidence
• What does Agent Empowerment look like?
• Increasing Agent Engagement
• Problem Solving and Building Rapport
• Making time for Training
• Dealing with Difficult Customers
• Employee Satisfaction Surveys
• Winning tip – “A big piece from my team is how “valued” they feel and how their performance makes a contribution to the centre targets and objectives. One of the most powerful phrases in leadership is “Well done” and making sure people understand what a difference their efforts and performance makes.” .

Panellists

• Introductions – Rachael Boynton, Call Centre Helper
• Carolyn Blunt, Ember Real Results
• Frank Sherlock, VP International, CallMiner