Lessons Learned from Transitioning to Automated Agent Scorecards

Here is the story of how two organizations, AXCESS Financial and SWC Credit Group, converted from manual agent scoring to analytics-powered automated scorecards, and the lessons that other contact centers can learn from their efforts.

See how these organizations:

  • Increased scoring of agents from 1% to 100% while reducing QA and Supervisor staff
  • Reduced average call work time by 37%
  • Achieved more consistent and objective assessments
  • Achieved more accurate reporting
  • Improved compliance & ROI
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Using Speech Analytics to Accelerate Agent Development and Customer Outcomes
Using Speech Analytics to Accelerate Agent Development and Customer Outcomes