Webinar On Demand

The Do’s and Don’ts of Creating Agent Scorecards

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What does it take to create an agent scorecard that aligns employee goals with the goals of the company?

There is a strong relationship between the quality of agent and customer interactions with a company’s overall growth. That's why monitoring and improving agent interactions is key.

Agent scorecards, when done well, are an easy-to-use feedback tool that can help improve agent coaching, as well as increase employee engagement. Learn more about creating an agent scorecard that aligns employee goals with the goals of the company.

Our panel of presenters will cover key topics such as:

  • How to create and maintain a well-balanced scorecard
  • Key metrics to meet employee and company objectives
  • What data resources to utilize
  • Potential pitfalls and how to address them


Dave Hoekstra
WFM EvangelistDave Hoekstra, WFM Expert at Calabrio

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

Mary Moilanen
Business Intelligence Consultant

From custom reporting to data visualization, Mary’s work as a Business Intelligence Consultant helps call centers transform data into actionable insights. She takes pride in creating solutions that enable people to quickly and easily find value in their data, regardless of their level of analytical expertise. Mary enjoys working at the intersection of business and technical users and finding ways to satisfy the needs of both audiences.

Alexander Wareham
Applications ConsultantDave Hoekstra, WFM Expert at Calabrio

Alexander Wareham, Applications Consultant, has 20+ years of call center experience ranging from being an agent to managing all facets of the operation. His main expertise is in Workforce management which is where he has spent most of his tenure in call centers ranging from 40 FTE to over 4000 FTE.  During the past 6 years, he had worked for AAA of Western and Central New York as the WFM and Quality manager implementing and administering the full Calabrio’s full suite. During his tenure, he was able to reduce staffing expenses by over $1,000,000 while increasing the impact of WFM through the organization to include non-call center areas such as the truck fleet.  He has been nominated twice for the SWPP call center professional of the year along with speaking at the SWPP, ICMI, IT Expo, and QATC conferences which show’s his passion for what he does.