Compliance, Contact Center, Customer Relationship Management and Scorecard

Implementing a balanced scorecard to measure agent and contact center performance

DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Here are 8 primary categories of KPIs that should be used in a contact center to oversee all aspects of its performance: Cost – how much it costs to handle (resolve, sell, collect) each item. implementation process.)

Scorecard

Scorecard Contact Center Compliance Customer Relationship Management

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. The latter includes agents’ self-analysis scorecards. TechnologyAdvice.

Contact Center

Contact Center CRM Technology Technology

Tech Customer Success

Implementing a balanced scorecard to measure agent and contact center performance

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

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