As companies continue to seek every competitive advantage available, organizations must explore new opportunities and ways to increase productivity in our modern contact centers. With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. This webinar will explore 4 strategies that contact center leaders can use to lead and coach their agents and supervisors to stay ahead of the productivity curve.

1. 4 Strategies To Boost Agent Productivity
Melissa Pollock Nicolas Rodriguez
With: Moderated by:
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2. Talkdesk is an is an enterprise cloud contact center platform that helps IBM,
Shopify and 1,400 other enterprises improve customer satisfaction and agent
productivity. Talkdesk empowers companies to continuously improve customer
experience. It is easy to set up, use and adapt. A “visionary” in Gartner’s
Contact Center as a Service Magic Quadrant, Talkdesk offers ongoing
innovation, superior call quality and instant integration to the most popular
business applications. For more information, visit https://www.talkdesk.com/.

3. Click on the Questions panel to
interact with the presenters
https://www.customercontactcentral.com/webinar-series/talkdesk-colon--4-strategies-to-boost-agent-productivity/
https://www.customerexperienceupdate.com/webinar-series/talkdesk-colon--4-strategies-to-boost-agent-productivity/

4. About Melissa Pollock
Melissa is Customer Success leader for AmplifAI Solutions Inc., an all-in-one, AI-powered performance
enablement platform. Melissa is a writer, speaker, learning & development leader, and contact center operations
process and human performance improvement consultant. She specializes in behavior-based coaching
transformations, leadership and performance management, strategy and goal alignments, onboarding and quality
assurance, content development and training. Visit the AmplifAI blog for more articles and insights.
About Nicolas Rodriguez
Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long
Beach with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical
industries before joining the team at Aggregage. His background includes event production, political op-eds &
reporting, stand-up comedy, and podcasts.

5. 5
How do you boost Agent Productivity?
1. Leadership Communication & Relationships (Interpersonal)
2. Reports, Resources & Performance Management (Procedural)
3. Customer or Agent-facing Technology/Tools (Technological)
4. Coaching / Recognition / Incentives / Competition (Developmental)
5. Some / All of the Above
Poll

6. 6
4 Steps to Boost Agent Productivity present -
Paying attention. noticing, giving time
 Behavioral:
1. Interpersonally
4. Developmentally
 Operational:
2. Procedurally
3. Technologically
Introduction

7. 7
1. Interpersonally: Communication & Leadership
“Preserving Willingness”
t - Paying attention. noticing, giving time
Interpersonal Communication & Leadership

8. 8
Why Preserve Willingness? Unleash Motivation,
giving time
Interpersonal Communication & Leadership
The Pygmalion Effect The Golem Effect

9. 9
-Deloitte 2017 Human Capital Trends Report -ICMI & Five9 2015 Study on Agent Apathy
Interpersonal Communication & Leadership
80% of Agents leave because of their Supervisor - DDI
#1 reason Frontline Leaders fail:
Interpersonal Skills

10. 10
Behaviors that Drive Willingness: Being present - Paying
attention. noticing, giving time
Interpersonal Communication & Leadership
 Personally
1. Smile! Show warmth
2. Demonstrate interest –
 Spend time
 Ask questions
 Remember!
 Notice!
3. Share personally
 Professionally
1. Advocate - Believe –
Communicate (ABC’s)
2. Be consistent
3. Make fair decisions
4. Take action on poor performance
5. Celebrate positive performance

11. 11
2. Procedurally: Structure & Clarity
“Enabling Work”
Being present - Paying attention. noticing, giving time
Procedural Structure & Clarity

12. 12
Why Enable Work? SOPs / Rules of Engagement
Procedural Structure & Clarity

13. 13Procedural Structure & Clarity
Operating Structures that enable Work
 Onboarding – How we train you to do the work
 KPIs & Goals – What and how we measure your performance of the work
 Monitoring / Coaching – How we evaluate compliance and quality of the work
 Workflows – Escalations / Transfers / Holds / Mute – How to carry out the work
 Resources / Support / Help Desk – How to get help completing the work

14. 14
How do you communicate changes to SOPs?
1. Live meetings
2. Emails
3. Chat/Messaging/Social platforms
4. We don’t have a standard process
5. Other / not listed
Poll

15. 15
3. Technologically: Infrastructure & Tools
“Empowering Action & Efficiency”
Being present - Paying attention. noticing, giving time
Technological Infrastructure & Tools

16. 16
Why empower with Technology? Action & Efficiency
 Visibility
 Independent Action
 Consolidation
 Organization
 Tracking
 Sharing
 Efficiency
Technological Infrastructure & Tools

17. 17
What Technologies do you use to boost performance?
(multi-select)
1. CRM / Sales / Helpdesk / Contact Center Software
2. Chatbots or Voice/Sentiment Analytics
3. BI / Analytics / Performance Management
4. Resource / Knowledge / Learning Tools
5. Social Messaging / Recognition / Gamification applications
Poll

18. 18
“Of CEOs say their
organizations do not have the
skills to adapt to the disruptive
changes driven by digital
technologies”
“Of Contact Center Directors
cited system and tool
inefficiencies as the top cause
of their employees work-related
stress”
-Deloitte 2017 Human Capital Trends Report -ICMI & Five9 2015 Study on Agent Apathy
Technological Infrastructure & Tools

19. 19
Technologies that Empower Action & Efficiency
 Customer Facing
1. IVRs / ACDs
2. Chatbots
3. Sentiment / NLP
4. CRM / Marketing
5. Journey Mapping
 Agent Facing
1. CRM / Sales / Help Desk
2. Meeting / Messaging Tools
3. Performance & Quality Tools
4. Knowledge / Learning Tools
5. Recognition / Gamification
Technological Infrastructure & Tools

20. 20
4. Developmentally: Know-How & Confidence
“Building Bench-Strength”
Being present - Paying attention. noticing, giving time
Developmental Know-How & Confidence

21. 21
Why build Know-How & Confidence? Bench-
Strength Being present - Paying attention. noticing, giving time
 Skill-Building
 Coaching
 Recognition
 Career Growth
Developmental Know-How & Confidence

22. 22
What you accept, becomes acceptable!
- Melissa Pollock
Developmental Know-How & Confidence

23. 23
Behaviors that Build Know How & Confidence
 Cultivating Talent
1. Meaningful Coaching
2. Behavioral Profiling
3. Surveys
4. Competency Maps
5. Learning Plans
6. Career/Succession
Plans
 Creating Opportunities
1. Leading Focus Groups
2. Procedures
Updates/Meetings
3. Supporting Training or OJT
4. Being a Mentor
5. Participating in Interviews
6. External Training / Events
Developmental Know-How & Confidence

24. 24
1. Preserve Willingness via Interpersonal Connection & Leadership
2. Enable Work via Procedural Structure & Clarity
3. Empower Action via Technological Infrastructure & Tools
4. Build Know-How & Confidence via Developmental Activities
Summary: 4 Steps to Boost Productivity

25. 25
Related Articles:
 5 Trends Changing the Future of Contact Center Performance
Management and Training
 5 Ways Leaders Can Model High-CX Behaviors
 Trust Destructors: Top 5 Ways to Ruin Engagement with your
Coaching Practices
 Workforce Optimization: A Systems Thinking Activity
 3 Ways to Drive Effortless Employee Learning Experiences
Resources

26. Q&A
Nicolas Rodriguez
With: Moderated by:
Customer Success Officer, AmplifAI Solutions
Email: mpollock@amplifai.com
Linkedin page: /in/melissapollock/
Twitter ID: @AIAugments
Website: www.amplifai.com
Melissa Pollock
Editor, Customer Contact Central
Linkedin page: /in/masadluffy/
Twitter ID: @cust_contact
Email: nick@aggregage.com
Website: customercontactcentral.com
https://www.customercontactcentral.com/webinar-series/talkdesk-colon--4-strategies-to-boost-agent-productivity/
https://www.customerexperienceupdate.com/webinar-series/talkdesk-colon--4-strategies-to-boost-agent-productivity/