Apply a Successful Scoring Scheme: Measure and Motivate Agents to Perform Critical Behaviors. Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme supports performance achievement. While all of your quality standards are important, some are missioncritical and therefore deserve higher values to ensure your agents are focused on them. Learn how to APPLY the right scoring hierarchy, to ensure you are measuring quality and motivating your agents.
March 15 / 1pm CT
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