How to Build a Better Agent Scorecard
Empowering contact center excellence for 30 years!

How to Build a Better Agent Scorecard

Agent scorecards can be a polarizing topic in the contact center industry. Which performance management standards are best to include? What's the most effective way to ensure consistent scoring? Should "scorecards" even include a score at all? These are just a few of the questions our #ICMIchat community wrestled with this week.

Click through the slideshow below for a full recap of the conversation and for ideas you can use to build a better agent scorecard. Have advice to add? Feel free to share it in the comments below!

 

Join the conversation next time! Our next #ICMIchat topic: Sharing Success with the Organization. Just follow and use the hashtag to participate. The conversation kicks off at 1:00 EST every Tuesday.



Topics: Metrics, Learning & Development

Related

More from Erica Strother Marois

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
More Polls