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Enterprise Goals with Balanced Score Cards

Knoahsoft


Abstract:

Many contact centers invest a great deal of time and effort in providing agents with timely feedback about standard KPIs but don't link that performance to the impact on the overall customer experience.

Download this white paper to learn how to use balanced scorecards to shift from measuring individual metrics to evaluating how well each agent is helping the enterprise and contact center achieve their goals. This paper includes nine key steps for building a balanced scorecard, successfully rolling it out to the contact center, and using scorecard data to identify areas of improvement.


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