Скачать или смотреть What Factors Create Solid Agent QA Scoring Criteria?

Ever wonder what truly defines effective agent quality assurance in a call center? This video dives deep into the essential factors that create robust and fair QA scoring criteria, transforming how you evaluate performance.

Discover how to build a QA framework that really works:
► Learn to identify objective metrics that drive agent success.
► Understand the balance between compliance and customer experience in scoring.
► Explore methods for consistent and unbiased evaluation.
► Uncover strategies for criteria that foster agent development, not just criticism.
► Gain insights into aligning QA with overall business goals.


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