Using Automatic Scorecards to Improve Agent Performance

Using Automated Scorecards to Improve Agent Performance

Cover

When traditional Quality Monitoring (QM) and recording processes were introduced in the 1980s, call center supervisors were able to monitor agent activity and compare performance on a single scale or scorecard across the call center.

But as technology evolved—and as new communication channels were introduced—it became clear that legacy QM tools wouldn’t be able to keep up.

Download this white paper to learn about a more modern way to create quality scorecards with speech analytics and automation, and how doing so can improve agent performance.

Vendor:
CallMiner
Posted:
20 Mar 2020
Published:
20 Mar 2020
Format:
PDF
Length:
11 Page(s)
Type:
White Paper
Language:
English
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