Customer Service Life
SEPTEMBER 4, 2019
In this article, I’ll share six things to consider when creating a quality scorecard. It’s so easy when designing a quality scorecard to jump right into the weeds and begin adding everything about a customer interaction that we think our agents should be doing. It’s about beginning with the end in mind. It’s a waste of time.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
FEBRUARY 23, 2022
PCI Compliance. Check out our Contact Center Scorecard for a straightforward and comprehensive approach agent performance evaluation. Every employee should be required to complete security training that goes over the importance of cybersecurity vigilance, how to identify phishing emails, proper in-office security protocols, and more.
Taylor Reach Group
APRIL 8, 2021
Best in class contact centers, combine ‘Voice of the Customers’ along with ‘Compliance’ and ‘Quality Listening’ to gauge the quality of the contacts and plan proper coaching activities in order to improve the performance of each and everyone of their agents. Having a proper QA process is an important step. Or should they have equal weight?
Callminer
JULY 5, 2018
Call centers that utilize automated call scoring define the metrics they want to track on every call such as script adherence, industry compliance wording, voice inflection, and long spans of silence. Improve compliance. Depending on the industry you serve, you may have serious compliance standards to maintain.
Execs In The Know
FEBRUARY 16, 2023
Western Union agents who mastered soft skills and best methods with Zenarate achieved faster speed-to-proficiency, received better call quality and compliance scores, and drove higher customer satisfaction scores as soon as 30 days of engaging with live customers.
Help Scout
JULY 15, 2021
Staying in compliance with those laws can be difficult. For example, being able to redact or remove information is a common feature needed for privacy compliance. One popular way is to use a scorecard to see where an issue ranks. That said, there are steps you can take to simplify the task to some degree.
Expert insights. Personalized for you.
67 
Let's personalize your content