Look at average scores by group, team, employee or card type. Drill down into all the comments made on scorecards for that employee. View results as numeric scores or percentages.
Review and log individual scorecards with employees, revise personal goals and trap comments and tips for improvement. Review the Personal Coaching Plan so the employee as the information at their finger tips. Add links to training material and knowledge bases.
Monitor the number of observations per employee to ensure scores re meaningful and representative, identify points of failure by employee.
Find an individual scorecard or employee and retrieve detailed results, comments and the attached files.
This tutorial shows the main reports available in the Scorebuddy's Core Features.
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..