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How to Build a Better Agent Scorecard

By Erica Marois | Date Published: March 09, 2017 - Last Updated October 12, 2018 | Comments

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.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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