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Session 3: Apply a Scoring Scheme to Drive Critical Behaviors
October 15, 2015
Apply a Scoring Scheme to Drive Critical Quality Behaviors: Develop a Weighting and Scoring System to Measure and Motivate
Once you’ve determined the essential call behaviors, the next step is to construct a scoring scheme that awards points for performance achievement. While all of your quality standards are important, some will stand out as being mission critical and therefore deserving of higher point values to ensure your agents are focused on these, in particular. But how do you APPLY the right scoring hierarchy? In this session, you will learn a prioritizing methodology to identify relative importance used to create an effective scoring scheme for measuring quality and motivating your agents.