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


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


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

Register Now!

Author: Rachael Trickey

Published On: 24th Sep 2021 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

Follow Us on LinkedIn

Recommended Articles

Best Practice Speech Bubble Isolated On Red Background
Performance Management Best Practices
playvox 300th webinar
Recorded Webinar: Innovative Best Practices for First Contact Resolution
genesys 10 Ways to Improve Employee Engagement
Recorded Webinar: 10 Ways to Improve Employee Engagement
What Is Performance Management? With a Definition and Best Practices