Tell-tale Signs You Need to Ditch Your Call Center Scorecard!
- Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing
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How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the benefits of a product and so on. Also, while you may start with a