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We share our advice on how put together the best call centre quality scorecard template in excel. Why Have a Quality Mon..
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Charlie Mitchell defines what a balanced scorecard is, and explores which KPIs you need to include. What Is a Balanced S..
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Here we take you through how to create the ideal contact centre quality scorecard, while giving tips for creating a meas..
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Benchmarking and balanced scorecards are two wildly different initiatives. Both can work well in the contact centre. Aft..
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Customer experience (CX) currently takes centre stage, with 77% of customers emphasizing its importance alongside produc..
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Dick Bourke shares his advice on how to create the ideal scorecard for quality assurance (QA) in the contact centre.  P..
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Dave Samuel, CPO at Contexta360, discusses the importance of quality monitoring and how it is undergoing a transformatio..
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What Are Balanced Scorecards? A balanced scorecard divides metrics into categories. These categories should reflect the ..
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Dick Bourke of Scorebuddy talks through the steps you need to take towards improving a negative result from a customer e..
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The Playvox team discusses the basics of building a great call centre quality assurance (QA) scorecard. What gets measur..
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Dick Bourke of Scorebuddy discusses how you can include customer emotion in your quality assurance (QA) scorecards. Emot..
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What Are Call Centre Scorecards? Following a developed set of metrics, call monitoring scorecards are tools utilized by ..
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Our panel reveals how to find and keep the best candidates for your contact centre. Avoid simply “going through th..
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Quality assurance and monitoring is a tough but necessary part of operating a contact centre for consistently high custo..
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Dick Bourke shares his advice for creating quality scorecards across different contact centre channels. Every call centr..
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On the run-up to any major holiday period, there isn’t a more important time for call centres to recruit temporar..
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Quality Scorecards are used in a lot of contact centres, but they often fail to emulate best practice, ending up in a bo..
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Dick Bourke of Scorebuddy talks us through how to build scorecards that will help to bridge performance gaps. Quality a..
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