In this episode of Advice from a Call Center Geek, we dive deep into the world of contact center quality assurance with QA expert, Chris Mounce from EvaluAgent. Together, we explore the crucial do's and don'ts of designing effective contact center scorecards, offering valuable insights on the development of comprehensive and meaningful metrics that accurately gauge agent performance.  We delve into the importance of understanding the intricacies of your specific contact center and the necessity of tailoring your scorecards to reflect those unique needs. Additionally, Chris shares a wealth of invaluable tips on enhancing coaching techniques, focusing on methods that foster empowerment and motivation within your team.  By concentrating on these vital aspects of management, you can ensure that your team is set up for continued success and growth within your contact center operation. Tune in to this information-packed episode and take away actionable advice that will help elevate your contact center quality assurance efforts to new heights. Click here for more information on EvaluAgent: evaluagent.com Join us at the "Advice from a Call Center Geek" LinkedIn Group, where we share Call Center Operations Tips and Tactics! Connect with industry experts, ask questions, and get the answers you need. All posts are reviewed to ensure no sales or spamming. Click the link now and level up your call center game!"Click here to Join!ACG Call Center Tips and Tactics Linkedin Group! Follow Tom: @tlaird_expivia Join our Facebook Call Center Community: www.facebook.com/callcentergeek Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/ Follow on TikTok: https://www.tiktok.com/@callcenter_geek Linkedin Group: https://www.linkedin.com/groups/9041993/ Watch us: Advice from a Call Center Geek Youtube Channel