Case Study: Best Practices for Automated Agent Scorecards

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.