Hi [[ session.user.profile.firstName ]]

How to Create and Maintain a Positive Culture

In a contact centre creating and maintaining a positive culture is critical to success. But it is a lot easier said than done.
In this webinar we look at how we can create a positive culture in the Contact Centre.

Topics to be discussed:
•Creating a positive culture
•Getting the basics right
•Removing demotivators
•The role of coaching
•Ensuring that team leaders spend time coaching
•Positive feedback
•Fixing broken processes
•Improving morale
•Avoiding motivation by chocolate
•Creating a fun environment
•Top tips from the audience
Recorded Feb 14 2019 62 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Charlie Mitchell - Call Centre Helper, Caroline Cooper - Naturally Loyal, Mike Murphy - Genesys
Presentation preview: How to Create and Maintain a Positive Culture

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Secrets of WFM Recorded: Sep 12 2019 70 mins
    Jonty Pearce - Call Centre Helper, John Casey - CCplanning, Ric Kosiba - Genesys
    Our Secrets of WFM Webinar looks at the things they don’t tell you about Forecasting and Scheduling.

    We looked at the leading-edge research as well as lessons learned the hard way on how to solve WFM problems.

    Topics to be discussed:

    •The Latest Thinking on Forecasting
    •Using the Erlang A formula to predict Abandon Rates
    •The Myth that Live Chat is Cheaper than a Phone Call
    •Why very few contacts have an “Average” Average Handling Time
    •Interesting correlations on WFM Data
    •How loading the Space Shuttle could help your schedules
    •Forecasting LiveChat with concurrency
    •Many more lesser known ideas
    •Top Tips from the Audience
  • 10 Ways to Improve Customer Experience Recorded: Sep 3 2019 72 mins
    Jonty Pearce - Call Centre Helper, Colin Shaw - Beyond Philosophy, Mike Murphy - Genesys
    From quick wins to longer term fixes, we will suggest how you can meet, and surpass, customer expectations at every touchpoint of the customer journey.

    In this webinar, we take you through how you can get the basics of the customer experience right, before adding some finishing touches, for a truly memorable experience.

    Topics discussed:

    •Quick Wins to Improve Customer Experience
    •Building an Emotional Connection with Customers
    •Spotting and Fixing Broken Processes
    •Improving First Contact Resolution
    •Reducing Customer Effort
    •The Use of Technology
    •Top Tips from the Audience
  • The Latest Thinking on Contact Centre Metrics Recorded: Aug 13 2019 70 mins
    Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Morris Pentel - Customer Experience Foundation
    Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance.
    In this webinar we looked at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

    Topics to be discussed
    •The Best Metrics for your Contact Centre
    •The Latest Thinking on Metrics
    •Using metrics to drive change and improve advisor performance
    •Customer Satisfaction CSAT and DSAT
    •NetPromoter Scores NPS
    •First Contact resolution FCR
    •Customer Effort Scores Customer Effort
    •Quality Scores
    •Average Handling time
    •Adherence and Shrinkage
    •Productivity metrics
    •The role of Technology
    •Top Tips from the Audience
  • How To Give Excellent Customer Service For Vulnerable People Recorded: Jul 8 2019 69 mins
    Jonty Pearce - Call Centre Helper, Jacqui Crawley - KMB, Mike Murphy
    Contact centres often struggle to deal with vulnerable customers.

    Topics to be discussed:
    •Security problems – passwords and account access
    •Selling to customers with learning difficulties
    •Avoiding patronising customers
    •Agent training
    •Listening without interrupting
    •Encouraging empathy
    •Not hiding behind the data protection act
    •The role of technology
    •Improved security using biometrics
    •Use of Different channels
    •Identifying vulnerable customer in the CRM system
    •Skills based routing for key customer groups
    •Top Tips from the Audience
  • How to Give the Wow Factor on Email and Live Chat Recorded: Jul 8 2019 70 mins
    Charlie Mitchell - Call Centre Helper, Neil Martin - The First Word, Mike Murphy
    In this webinar, we discussed the more innovative ideas that really help you to impress your customers over these two channels, considering everything from language selection to technology solutions.

    Topics to be discussed:
    •Language selection
    •Advisor soft-skills
    •Tone and personality
    •Customer service strategy
    •The customer experience
    •The role of technology
    •Omnichannel customer support
    •Top Tips from the Audience
  • How to Knock 20 Seconds Off Your Average Handling Time Recorded: Jul 2 2019 70 mins
    Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Paul Weald - Contact Centre Innovator
    We looked at what you can do to shave 20 seconds off your Average Handling Time.

    In this webinar we looked at how you could save time on every call.

    Topics to be discussed:
    Active listening
    Signposting during a call
    Controlling runaway talkers
    Fast techniques to establish rapport with a caller
    The role of technology
    Screen Pops – putting details on the screen
    Reducing call transfers
    Cutting down on time to verify a caller
    Top tips from the audience
  • How to Create and Maintain a Positive Culture Recorded: Feb 14 2019 62 mins
    Charlie Mitchell - Call Centre Helper, Caroline Cooper - Naturally Loyal, Mike Murphy - Genesys
    In a contact centre creating and maintaining a positive culture is critical to success. But it is a lot easier said than done.
    In this webinar we look at how we can create a positive culture in the Contact Centre.

    Topics to be discussed:
    •Creating a positive culture
    •Getting the basics right
    •Removing demotivators
    •The role of coaching
    •Ensuring that team leaders spend time coaching
    •Positive feedback
    •Fixing broken processes
    •Improving morale
    •Avoiding motivation by chocolate
    •Creating a fun environment
    •Top tips from the audience
Live and on-demand webinar content for CX professionals
Call centre, customer service and customer experience webinar content delivered by a host of experts tackling today’s hot CX issues and trends from call centre metrics to chatbots, AI, WFM, customer engagement, CCaaS and more. Visit: www.genesys.com/uk

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: How to Create and Maintain a Positive Culture
  • Live at: Feb 14 2019 11:50 am
  • Presented by: Charlie Mitchell - Call Centre Helper, Caroline Cooper - Naturally Loyal, Mike Murphy - Genesys
  • From:
Your email has been sent.
or close