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Version vom 1. Juli 2020, 12:18 Uhr

The evaluation form needs to reflect the unified goals of the enterprise and the contact center. Therefore, you must know and understand your organization’s business, and the goals of the organization. Quality monitoring forms (usually called “scorecards”) are organized by categories, depending on type of the organization. Service-centric firms will have more rating questions relating to customer care than revenue generation, or data-gathering. The number of attributes is typically 10-15.

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