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
Published On: 2nd Apr 2014 - Last modified: 12th Dec 2018
Read more about - Archived Content, CallMiner, Case Studies
