Agent Engagement Summit: A Sneak Peek into the Breakout Sessions


Are you ready to revolutionize your contact center’s agent engagement strategies? Look no further! The eagerly anticipated Agent Engagement Summit 2023 is just around the corner, and it promises to be a game-changer for contact center professionals seeking to enhance their agent engagement and overall performance. We’ve got an exciting lineup of breakout sessions on 4th October 2023 that will equip you with the latest insights and strategies to create a happier, more motivated, and highly engaged agent workforce.

This event has now passed – watch on demand below:

Let’s dive into the details of the sessions awaiting you at the summit…

Shifting Perspectives: Fixed Shifts, Flexibility, and Remote Working for Enhanced Agent Experience

16:15 – 17:15 | Clare sidgwick, WFO consultant, puzzel

Are you intrigued by the concept of a 4-day workweek and flexible shifts? This session is tailor-made for you. Recent research has highlighted the substantial benefits of alternative work arrangements, with a staggering 77% of employees in companies with a 4-day workweek reporting higher job satisfaction. Additionally, 74% of millennials consider flexible work options crucial when choosing an employer.

In this dynamic workshop, industry expert Clare Sidgwick from Puzzel will guide you through practical insights and real-life use cases of successful 4-day workweek implementations. Say goodbye to concerns about feasibility and hello to improved agent morale, job satisfaction, and productivity. You’ll leave armed with a personalized roadmap to seamlessly integrate flexible working options into your contact center. Better planning and superior customer interactions await!

Happy Agents = Happy Customers = Happy Business

16:15 – 17:15 | Chris Mounce, Quality and Coaching Specialist, evaluagent

Agents are the heart of any contact center, and their happiness directly impacts customer satisfaction and overall business success. However, keeping agents motivated and engaged can be challenging in the demanding contact center environment. Enter gamification – a powerful tool when harnessed effectively. In this session, Chris Mounce will guide you as you explore the fascinating world of gamification theory, diving into designing and implementing comprehensive reward and recognition programs.

Being a call center agent is no walk in the park, and without proper support, burnout and high attrition rates can plague your workforce. Learn how to inject fun and motivation into their roles through gamification done right. Discover how to design engaging gamification programs that inspire, motivate, and ultimately create a community of empowered agents. Get ready to turn ‘gold stars’ into a meaningful and impactful engagement strategy.

Unleashing the Power of Actionable Insights & Reporting to Drive Employee Experience

16:15 – 17:15 | Jon Sparke, Product Manager, evaluagent

In the rapidly evolving landscape of employee experience optimization, actionable insights and effective reporting play a pivotal role. Employee satisfaction, performance, and engagement are crucial elements of a thriving contact center. This session led by Jon Sparke will take you on a journey into the realm of harnessing data for enhancing your agents’ experience.

Delve into best practices for extracting valuable insights from your data and implementing reporting strategies that foster a positive and productive work environment. Learn how to transform raw data into actionable steps that drive tangible improvements in your contact center’s operations. Elevate your employee experience strategy by leveraging the power of informed decision-making.

Join the Summit and Elevate Your Agent Engagement Strategy

Participating in the Agent Engagement Summit 2023 is as easy as 1-2-3:

  1. Register: Visit the registration page here to secure your spot.
  2. Mark Your Calendar: Save the date and time in your calendar. Get ready for a day full of insights!
  3. Connect Online: On the event day, join us online from the comfort of your home or office. Access the summit sessions, engage with speakers and attendees.

Don’t miss out on this incredible opportunity to elevate your agent engagement strategies and take your customer service to new heights. Mark your calendar, register now, and get ready to be a part of the Agent Engagement Summit 2023!

For more information and updates, visit the official event page here.

We can’t wait to see you there!