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Making the Grade: Using Automated Scorecards to Improve Agent Performance

The measure of success (or failure) of a call center is simply the sum of the performances of each of its agents. In order to improve agent performance a call center must find a way to affect and sustain change in the behavior of every agent, on every call. Speech analytics gives call centers the complete, consumable picture they need in order to positively and quickly effect change in the performance of their agents – while continuously measuring progress towards their overall goals. This guide looks at how automatic scorecards can improve agent performance. It also includes traditional quality monitoring, common call monitoring problems, and how speech analytics scorecards work.

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