How to Drive Employee Engagement in the Call Center [Vlog]

Call Center

How to Drive Employee Engagement in the Call CenterLook around your call center; Do your agents seem tired, frustrated or fed up at work? A number of factors can lead to agent burnout and a disengaged workforce. One of the major reasons was brought to light in a national news publication. Vanessa Lu, a reporter for the Toronto Star, recently wrote an article about “customer rage” and the effect it has on call center agents. The piece stirred up a lot of emotions in the contact center community, and had people wondering how to prevent abuse, and how to handle it when it does happen.

That’s why we decided to partner with the Greater Toronto Area Contact Centre Association (GTACC) – a local organization bringing together the call center community – to look for answers.

In our webinar on Thursday, January 26th at 2PM ET, we ask customer service leaders from Elte and the Toronto Parking Authority how they handle customer rage, reduce call center attrition and improve agent engagement in their organizations, and how others can too.

For more about the webinar, here’s a teaser from our very own Shai Berger:


Watch the on-demand webinar now: 4 Practical Ways to Drive Agent Engagement 

Learn how you can improve agent engagement this year!

We talk about:

  • Preparing for Evolving Expectations
  • How to Handle Customer Rage
  • Providing Agents with the Tools for Success
  • How to Engage Agents
  • Plus so Much More!

Who should watch:

  • VPs & Directors of Contact Centers
  • VPs & Directors of Customer Experience
  • VPs & Directors of Customer Service
  • VP’s & Directors of Web/Social Media


David Tsang

David Tsang, Director of Customer Care, Elte 

elte logoDavid is a seasoned customer care operations leader with proven success in building and managing complex support operations. In the past 18 years, David has held leadership roles in established and start-up organizations in the telecommunication, health care, retail and BPO space.

Anu Aduvala

Toronto Parking AuthorityAnu Aduvala, Director of Customer Service, Toronto Parking Authority

Anu is Director, Customer Service at the Toronto Parking Authority.  She has held sales, training and contact centre management positions at various organizations including Sysco Foods, Cooperators Insurance, WIND Mobile, Rogers Wireless and more.

Shai BergerShai Berger, Co-Founder and CEO, Fonolo

FonoloAs a leader, innovator, and thought leader, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.


Fonolo Resource cover image

4 Practical Ways to Drive Agent Engagement

For agents to deliver their best, they need to feel engaged and dedicated to your organization. Learn how you can improve agent engagement!

Watch Now