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- Strategic Issues
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48 min
1. The future of the contact center advisor- Dr. Nicola Millard
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24 min
2. Systems thinking for service centers- Prof. John Seddon
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56 min
3. Competitive contact in the future- Mr. Rufus Grig
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51 min
4. Achieving sustainable service improvement in contact centers- Mr. Jonathan Donovan
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51 min
5. Plan and deliver- Mr. Steve Pink
- Training and Managing Contact Center Staff
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40 min
6. The human side of contact centers- Dr. David Holman
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49 min
7. From agent to expert- Dr. Jo Cheesman
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30 min
8. Emotions on the telephone- Ms. Cilla Mckay
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38 min
9. The call and contact center trainer as change agent- Mr. Steve Shellabear
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47 min
10. Growing great contact center communicators- Mr. Nick Drake-Knight
- Motivating Contact Center Staff
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32 min
11. Wellbeing- Ms. Maria Bourke
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23 min
12. Don't ask customers what they want, ask your staff- Ms. Jennifer Kirkby
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31 min
13. Engaging employees through high involvement work practices- Dr. Alison M. Konrad
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36 min
14. Employee engagement- Mr. Jonathan Donovan
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39 min
15. Flexible working- Mr. Jonathan Street
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58 min
16. Preventing agent burnout- Ms. Francoise Tourniaire
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58 min
17. Understanding the generation gap- Dr. Graeme Codrington
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28 min
18. Harnessing energy- Ms. Fiona Cameron
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28 min
19. Voice from the front-line- Mr. Jeff Rose-Martland
- Performance Metrics
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31 min
20. People and performance- Ms. Penny Tamkin
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47 min
21. Performance metrics to sustain peak performance- Mr. Jonathan Wilson
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22 min
22. Performance management - an art and a science- Mr. Steve Shellabear
- Technology Review
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51 min
23. Contact center technology- Mr. William Durr
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39 min
24. Speech technologies - recognition and analytics- Mr. Jonathan Wax
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31 min
25. SMS: customer leading or customer led?- Ms. Amanda Crank
- Case Studies
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32 min
26. Delivering public services- Ms. Pauline Smith
Printable Handouts
Navigable Slide Index
- Introduction
- Performance management (PM) - introduction
- What is performance management?
- Using performance management
- PM used effectively and ineffectively
- Ideal performance management system
- Performance management for the business
- PM as a developmental tool
- Ghosts from the past
- Scientific management
- Taylor's principles
- Employee engagement
- Experts views: Prof. Katie Truss
- Leading experts in the field say
- Experts views: David McLeod and Nita Clarke
- Drivers to engagement
- The challenge
- Values, beliefs and behaviours
- Implications for managers
- Merchants Benchmarking Report 2008
- Treating employees fairly
- Effective PM - required management skills
- PM - common misconceptions
- Summary of learning aims
- Thank you
Topics Covered
- Defining the ideal performance management system
- The historical legacy of scientific management
- Practical guidelines for set up
- Managerial skills for implementation
- Dispelling common misconceptions -Generating staff engagement -Summary of learning aims
Talk Citation
Shellabear, S. (2010, March 8). Performance management - an art and a science [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved May 9, 2025, from https://doi.org/10.69645/ELLE6259.Export Citation (RIS)
Publication History
- Published on March 8, 2010
Performance management - an art and a science
Published on March 8, 2010
22 min
