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Question: We’re implementing a balanced scorecard to measure agent and contactcenter performance. Here are 8 primary categories of KPIs that should be used in a contactcenter to oversee all aspects of its performance: Cost – how much it costs to handle (resolve, sell, collect) each item. implementation process.)
Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contactcenter technology. He has more than 25 years of experience in leading and growing multi-site contactcenters in different industries. The latter includes agents’ self-analysis scorecards.
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Customer service managers shape the customer service experience at an organization, so…”.
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Customer service managers shape the customer service experience at an organization, so…”.
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