Have you noticed how most quality-monitoring systems overly focus on things agents do wrong?
You most certainly did, but what can you do to change it? The negative scoring schemes need to be counter-balanced by positive reinforcement tactics.
The benefits of positive reinforcement are often undervalued but in the long run they’re vastly more important than negative scoring.
If you spot agents doing something right, highlight it.
The agent will feel appreciated, and you will be able to highlight areas he needs to improve in without causing stress, thus driving positive change. Everybody wins 🙂