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