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How to Build a Better Agent Scorecard

By Erica Marois | Date Published: March 09, 2017 - Last Updated October 12, 2018 | Comments

Agent scorecards can be a polarizing topic in the contact center industry. Which performance management standards are best to include? What's the most effective way to ensure consistent scoring? Should "scorecards" even include a score at all? These are just a few of the questions our #ICMIchat community wrestled with this week.

Click through the slideshow below for a full recap of the conversation and for ideas you can use to build a better agent scorecard. Have advice to add? Feel free to share it in the comments below!

 

Join the conversation next time! Our next #ICMIchat topic: Sharing Success with the Organization. Just follow and use the hashtag to participate. The conversation kicks off at 1:00 EST every Tuesday.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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