Global Audit
- Posted on Sep 20, 2021
The purpose of a group audit is exactly like it sounds, to perform an audit on a specific group(s). For audits, a big
Individual Audit
- Posted on Sep 20, 2021
The purpose of an individual audit is exactly like it sounds, to perform an audit on a specific individual. For audits, a big
Managing Scorecards
- Posted on Sep 20, 2021
Scorecards are how you will evaluate the quality of customer interactions with your agents. Here are the ways to create and manage your
Purpose of Quality Channels
- Posted on Sep 13, 2021
Your organization most likely will not have one quality scorecard only to evaluate the quality of your agent’s interactions with customers. Customers come
Purpose of Quality Triggers
- Posted on Sep 13, 2021
Quality triggers help you understand the reasons for quality evaluations. If you had 1,000 evaluations completed this month, it would be beneficial to
Different Scoring Methods for your Scorecard
- Posted on Sep 13, 2021
There are three different types of scoring methods: non-numeric, selective and numeric. For the Customer Experience section, you can choose one of these
Building your Scorecard Structure
- Posted on Sep 13, 2021
Before building your scorecard it is important to understand how the structure of a scorecard works. There are two sections to a scorecard:
Coaching Sessions
- Posted on Sep 10, 2021
One on one coaching is an integral part to the learning and development process of both management staff and agents. After creating your
Knowledge Base
- Posted on Sep 7, 2021
The knowledge base is content that all users, based upon group assignment, can access. This difference between the Course Library and the knowledge
Course Library
- Posted on Sep 7, 2021
The number of courses you can create is unlimited. A course can be assigned to specific users, assigned to the course library, or