Webinar Recording: How to Properly Assess Agent Performance Related Articles Webinar Recording: The Best Kept Secrets of WFM Recorded Webinar: Performance Management - Best Practices for Agents, Leaders and Managers Recorded Webinar: How to Build Flexibility into Call Centre Schedules Recorded Webinar: Managing Change in the Contact Centre 893 Filed under - Recorded Call Centre and Customer Experience Webinars, Agent Performance, CallMiner, Garry Gormley, Risa Eldridge This webinar shared actionable advice from our industry experts, so you can give your performance strategy a much-needed spring clean. Agenda Introductions – Rachael Trickey, Call Centre Helper Garry Gormley, FAB Solutions Click here to view the slides Risa Eldridge, CallMiner Click here to view the slides Topics Discussed: Avoid common mistakes when assessing agent performance Prioritise what really matters Use the metrics that count Implement a new and improved performance strategy Get buy-in when making essential changes Save time without compromising on results Top tips from the audience Winning tip – “Where/ if possible- involve agents/ advisors in setting own targets/ metrics. Where they buy into the results and outcomes they will strive to achieve them more often.” Thanks to Ryan This webinar is brought to you by Call Centre Helper and is sponsored by CallMiner Original Webinar date: 20th April 2023 Author: Rachael Trickey Published On: 20th Jan 2023 - Last modified: 23rd Apr 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Agent Performance, CallMiner, Garry Gormley, Risa Eldridge Recommended Articles Webinar Recording: The Best Kept Secrets of WFM Recorded Webinar: Performance Management - Best Practices for Agents, Leaders and Managers Recorded Webinar: How to Build Flexibility into Call Centre Schedules Recorded Webinar: Managing Change in the Contact Centre Related Reports White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights eBook: How Customers Can Lead Your Business Transformation in 2024 White Paper: Five Secrets of Top Performing Contact Centres 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