Webinar Recording: How to Properly Assess Agent Performance


This webinar shared actionable advice from our industry experts, so you can give your performance strategy a much-needed spring clean.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Garry Gormley, FAB Solutions

Click here to view the slides

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, , , ,

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