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Question for 4/19: Agent Scorecards Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 79


4/18/2016
ericamarois
ericamarois
Moderator
Posts: 79
Hey guys! Can't wait to chat tomorrow. Here are the questions:
Q1: What are the components of a great agent scorecard?
Q2: What are a few things you wish more contact centers would remove from their scorecards?
Q3: How do you ensure fairness in the QA process?
Q4: Do you think it’s a good idea to share specific customer feedback with agents? Why/why not?
Q5: How can you help agents view QA in a positive light?
Q6: What’s one unique metric your company includes on employee evaluations?

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Erica Strother Marois
Community Strategist, ICMI
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