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Here is the story of how two organizations, AXCESS Financial and SWC Credit Group, converted from manual agent scoring to analytics-powered automated scorecards, and the lessons that other contact centers can learn from their efforts. See how these organizations were able to:
- Increased scoring of agents from 1% to 100% while reducing QA and Supervisor staff
- Reduced average call work time by 37%
- Achieved more consistent and objective assessments
- More accurate reporting
- Improved compliance & ROI
Axcess Financial & Southwest Credit Lessons Learned from Transitioning to Automated Agent Scorecards