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Case Study: Best Practices for Automated Agent Scorecards

Published On: 2nd Apr 2014 10:14 - Modified: 12th Dec 2018

CallMiner has released a case study called “Best Practices for Automated Agent Scorecards”.

This case study will discuss what happened when State Collection Service, Inc. (a family-held business with four call centres in the Midwestern United States) rolled out an automated scorecard programme geared towards improving agent performance.

Key points include:

How an automated scorecard programme allowed State Collection Service to improve agent performance.
How the company was able to reduce and eliminate costly and inefficient legacy scoring procedures.
How the company is constantly re-evaluating and tweaking scorecards for stronger results.

Click here to download this case study.

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Case Study: Best Practices for Automated Agent Scorecards

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