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Tuesday Tips and Tricks: Navigating the QMS v.7 Scorecard Questions

Tuesday Tips and Tricks With Dane Smith, Education Manager at Enghouse Interactive

To paraphrase Mark Zarobsky, “You can formulate your evaluations around the important talking points your agents need to be emphasizing. Then you can grade or evaluate them against their ability to do that. Once you can start grading, you can start tracking and reporting and once you can start tracking and reporting, you can start identifying areas for improvement.”

This week Dane is sharing the benefits of having detailed evaluation questions that fall into specific categories. Using QMS v.7 Dane will show have simple it is to move a question to a different category or rearrange the order of questions in the brief tutorial below. As we all know, one of the most powerful features of QMS are the agent evaluations!


Published in contact center Contact Center Solutions