Callcentrehelper.com – Webinar Series 2019

How to Make Your Agents More Productive

Thursday 14th November 2019 – 2pm GMT / 3pm CET

Reducing costs is a key objective in almost every contact centre, causing us to focus on agent productivity to increase efficiency, which is fine, as long as we do it in the right way.
We can’t target advisors on metrics such as Average Handling Times and occupancy in the hope of improving efficiency as it will either cause advisors to rush through calls or cause burnout.
So what can we do?
In this webinar, we’ll provide you with a number of key strategies to improve advisor productivity, without lowering quality or morale.
And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar.

Topics to be discussed

  • Redefining contact centre productivity
  • Effectiveness vs efficiency
  • Increasing productivity
  • Advisor motivation
  • Tools and systems
  • The role of technology
  • Top tips from the audience

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

Meet the Speakers

Mike Murphy
Genesys

Charlie Mitchell
Call Centre Helper

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