Making the Grade: Using Automatic Scorecards to Improve Agent Performance
The measure of success (or failure) of a call centre is simply the sum of the performances of each of its agents. In order to improve agent performance a call centre must find a way to affect and sustain change in the behaviour of every agent, on every call.
Speech analytics gives call centres the complete, consumable picture they need in order to positively and quickly effect change in the performance of their agents – while continuously measuring progress towards their overall goals.
This white paper looks at how automatic scorecards can improve agent performance. It also includes:
- Traditional Quality Monitoring Overview
- Common Call Monitoring Problems
- How Eureka Speech Analytics Works