You know your contact center agents work hard. You’ve seen them in action. But do you know how effective their hard work really is? How productive are your agents? It can be hard to determine how efficient their efforts are when you’re only seeing part of the big picture each day.
Having a call center performance scorecard - and a sensible way to collect the information you need for one - is your best bet for getting a better idea of your agents’ true level of efficiency and productivity. Here, we’ll show you the best way to create and analyze your center’s scorecard - and how to use it to educate and motivate your agents to perform even better in the coming year!