Using Balanced Scorecards to motivate Agents and Achieve Enterprise Goals

Complimentary DMG Whitepaper Courtesy of KnoahSoft

Agents want feedback about their performance; they want to know what they do well and how to do a better job. Many contact centers invest a great deal of time and effort in providing agents with timely feedback about how well they meet department standards for number of calls, average handle time (AHT), schedule adherence and quality assurance

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