DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Compliance – how well agents comply with regulatory requirements. Customer satisfaction – how satisfied customers are with their service or sales. What categories should we evaluate? It also measures the time. experience.

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. The latter includes agents’ self-analysis scorecards. Investing in the right call center monitoring software is imperative for today’s call centers. Include qualitative and quantitative data.

Contact Center 210

Contact Center CRM Technology Technology 210

Gainsight

MAY 18, 2023

Over the last year, the Scaled team has achieved: 21% year-over-year (YOY) increase in customers that successfully onboarded in the first 30 days of their contract 37% YoY increase in the number of business reviews completed Increased CSAT scores from 4.2 They have mastered using 360 views, scorecards, and advanced reporting.

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52