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In this episode of Advice from a Call Center Geek, we dive deep into the world of contact center quality assurance with QA expert, Chris Mounce from EvaluAgent.

Together, we explore the crucial do's and don'ts of designing effective contact center scorecards, offering valuable insights on the development of comprehensive and meaningful metrics that accurately gauge agent performance. 

We delve into the importance of understanding the intricacies of your specific contact center and the necessity of tailoring your scorecards to reflect those unique needs.

Additionally, Chris shares a wealth of invaluable tips on enhancing coaching techniques, focusing on methods that foster empowerment and motivation within your team. 

By concentrating on these vital aspects of management, you can ensure that your team is set up for continued success and growth within your contact center operation.

Tune in to this information-packed episode and take away actionable advice that will help elevate your contact center quality assurance efforts to new heights.

Click here for more information on EvaluAgent:
evaluagent.com

 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

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