Quality Assurance forms for contact centres' customer service interactions are often at the core quality assurance framework so getting it right is important.
This short video gives you 5 things to keep in mind when designing your quality scorecards.
Designing quality scorecards can be simple once you outline the sections to include, use a mixture of scales and consider the analysis you want to be able to carry out. A complete overhaul of all scorecards however might require a little more digging, click here for 10 Steps to Follow when Redesigning Quality Scorecards.
Video courtesy of planetvidd.com
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This blog has been updated in July 2019
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