Creating evaluation forms in the contact center can be a complicated process and often involves more than a few people. However, a completed evaluation form should be simple, easy to understand, and focused on your operations core mission. The less ambiguity the faster the impact it can have. There are several dos and don’ts you should subscribe to when creating your monitoring forms and we have listed some of them here. But the things to remember are straight forward, keep your agents in mind when writing every question and keep your customers in mind when you outline the desired outcome of the evaluation.
