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.

Agenda

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

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• Risa Eldridge, CallMiner

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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