Recorded Webinar: Performance Management – Best Practices for Agents, Leaders and Managers

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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.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Garry Gormley, FAB Solutions
  •  Garry Gormley slides from Performance Management webinar
Click here to view the slides
  • Natalie Calvert, CX High Performance
 Natalie Calvert slides from Performance Management webinar Click here to view the slides
  • Paul Turner, Genesys
 Paul Turner slides from Performance Management webinar 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

Click here to view the replay


Garry Gormley- Headshot
Garry Gormley
FAB Solutions
Natalie Calvert- Headshot
Natalie Calvert
CX High Performance
Paul Turner- Headshot
Paul Turner
Rachael Trickey- Headshot
Rachael Trickey
Call Centre Helper

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This webinar was brought to you by Call Centre Helper and is sponsored by Genesys

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