Contact Centre staff are the most valuable asset in achieving higher customer satisfaction levels. This level of customer satisfaction can be achieved when staff are creating and providing a high quality experience throughout all touch points and channels. In order toe nsure this experience is created, it is crucial to maximize staff engagement. In this workshop, Joan Brierly will explore how her team implemented a brand new culture strategy and completely reformed their existing 40 year old strategy resulting in abandoned call rates decreasing to 30%. By attending this workshop you will be able to learn how to achieve high staff engagement and how to measure it. Join this interactive group to learn from Joan and your peers.