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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. Compliance – how well agents comply with regulatory requirements. Customer satisfaction – how satisfied customers are with their service or sales. What categories should we evaluate? It also measures the time. experience.

Scorecard 82
Scorecard Contact Center Compliance Customer Relationship Management 82
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Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

FEBRUARY 21, 2018

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

Contact Center 210
Contact Center CRM Technology Technology 210
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