by Dick Bucci, Industry Analyst, The PELORUS Group
Sponsored by HigherGround, Inc.
Over half of all contact centers use some type of grading form or scorecard to evaluate call handling and the customer interaction skills of agents. These evaluations help supervisors coach agents to perform his or her duties more efficiently and more effectively. The white paper "Evaluating Evaluations" will explore ways to create and implement effective agent audits.
Download this report to learn:
- The Four Basic Goals of the Contact Center
- Standard Evaluation Metrics
- How to Create a Balanced Scorecard
- How to Implement More Effective Evaluations