With customized options from Brightmetrics Agent Balanced Scorecard™ you can set clear and quantifiable agent performance standards which will lead to efficient contact center operations, saving you thousands to hundreds of thousands of dollars returned to your bottom line.
Empirical research from our friends at MetricNet correlate Engagement, Agent Satisfaction, and Customer Satisfaction:
All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. While you may have encountered some challenges along the way, you did it! Which is definitely worth some virtual high fives, but here's the next question - how's it going?
Are you contact center agents performing better than when they were in the office? Maybe worse?
How are your managers and team leaders able to maintain transparency and keep a pulse on agent performance with a distributed contact center? All questions that agent scorecards can help answer.