ICMI is part of the Informa Tech Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
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 Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
Please sign in to leave a comment. If you don't have an account you can register for free here.
Forgot username or password?