Recorded Webinar: Performance Management – Best Practices for Agents, Leaders and Managers Related Articles Performance Management Best Practices Recorded Webinar: Innovative Best Practices for First Contact Resolution Recorded Webinar: 10 Ways to Improve Employee Engagement What Is Performance Management? With a Definition and Best Practices 1,624 Filed under - Recorded Call Centre and Customer Experience Webinars, Garry Gormley, Genesys, Natalie Calvert, Paul Turner Agents are having to deal with more complex customer issues call-after-call, chat-after-chat and email-after-email. For this reason, performance management has never been so critical in the contact centre. In this webinar we will share three sets of best practices – for agents, leaders and managers – which will help to improve performance management across the board. Agenda Introductions – Rachael Trickey, Call Centre Helper Garry Gormley, FAB Solutions Click here to view the slides Natalie Calvert, CX High Performance Click here to view the slides Paul Turner, Genesys Click here to view the slides Topics Discussed How to improve performance management as a process and a skill? Leadership skills and routines that can improve performance? How can agents better manage their own performance? How to best give agents performance feedback? Which tools can help to support performance management? Top tips from the audience Winning tip – “Root cause is extremely important, use questions to understand why the issue is occurring.Often you’ll find it’s not the individual and it is in fact our tools and processes that are lacking.” thanks to Lyndsey2 Original Webinar date: 30th September 2021 Panellists Garry Gormley FAB Solutions Natalie Calvert CX High Performance Paul Turner Genesys Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Author: Rachael Trickey Published On: 24th Sep 2021 - Last modified: 25th Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Garry Gormley, Genesys, Natalie Calvert, Paul Turner Recommended Articles Performance Management Best Practices Recorded Webinar: Innovative Best Practices for First Contact Resolution Recorded Webinar: 10 Ways to Improve Employee Engagement What Is Performance Management? With a Definition and Best Practices Related Reports 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter