Webinar Recording: How to Properly Assess Agent Performance

callminer agent performance webinar

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Everyone has their own take on how to determine their best performing agents – from the metrics in play, to the number of calls listened to each month, and more. It can quickly get confusing.

Yet it’s essential to get it right. Not only to nip training issues in the bud, but also to make sure your top performers are properly recognised and rewarded.

So where do you start? Come along to this webinar to hear actionable advice from our industry experts, so you can give your performance strategy a much-needed spring clean.

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

Click here to view the slides

  • Risa Eldridge, CallMiner

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Topics to be 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

Published On: 20th Jan 2023 - Last modified: 19th May 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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