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Setting Performance Goals and Scorecards


Presented By: Sharpen

August 13, 1:00pm Eastern

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Vice President of Product, Sharpen


About the Webcast

Setting goals and measuring performance is key to great operational results. But there are tricks to doing this well. For example: 

  • Goals at different levels in the organization should support one another. The goal of the WFM team should support those of the agents and team leaders, and the success of an agent’s goals should lead to the success of the executive.
  • Targets should not be stretch goals that are too hard to achieve. They need to be attainable and motivating.
  • Rollups and scorecards should be understandable and actionable at a glance, and they need to make sense mathematically.
  • Trade-offs between competing goals need to be analyzed and understood.

In this session, we’ll look deeply at the attributes of an effective scorecard. First by defining the attributes of a single great contact and then by developing the appropriate statistics to cleanly measure agent performance. We’ll also discuss how to use math modeling and sensitivity analyses to help determine the best among several competing goals. 


About the Presenters

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.

Adam Settle, Vice President of Product, Sharpen Technologies

Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He is a strong facilitator, combining his study of education with experience from his time as a trainer at Apple and Angie’s List. At Sharpen, Adam and his team create the connection between advanced technology and the understanding required for clients to take advantage of its potential.