DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Compliance – how well agents comply with regulatory requirements. What categories should we evaluate? It also measures the time. it takes to complete each type of work item. department and correctly complete their work. experience.

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

ClearAction

APRIL 3, 2015

Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. Employee Engagement in Balanced Scorecards. Retroactive recognition & individual recognition may not be best for the cross-functional anticipatory needs of CX.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Lauren Stafford is a Digital Publishing Specialist at Discover CRM. Call centers can forget about the importance of implementing a system that integrates well with their current CRM solution.

Contact Center 210

Contact Center CRM Technology Technology 210