Case Study: Best Practices for Automated Agent Scorecards

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CallMiner has released a case study called “Best Practices for Automated Agent Scorecards”.

This case study will discuss what happened when State Collection Service, Inc. (a family-held business with four call centres in the Midwestern United States) rolled out an automated scorecard programme geared towards improving agent performance.

Key points include:

How an automated scorecard programme allowed State Collection Service to improve agent performance.
How the company was able to reduce and eliminate costly and inefficient legacy scoring procedures.
How the company is constantly re-evaluating and tweaking scorecards for stronger results.

Click here to download this case study.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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