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: Simplify Your Self-Service Strategy Recorded Webinar: Metrics- Surpassing Industry Standards 924 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: 22nd Jul 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: Simplify Your Self-Service Strategy Recorded Webinar: Metrics- Surpassing Industry Standards Related Reports eBook: How to Collect and Act on the Right Customer Insights Guide: Five Steps to Mastering Conversation Intelligence White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter