How to Build a Better Agent Scorecard
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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

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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