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Call Centers: Is Your Balanced Scorecard Really Balanced?

These scorecards tend to measure performance in two areas: efficiency and effectiveness. While these are clearly two critical elements of performance, are they the only ones? How “balanced” is your call center balanced scorecard?

About Matthew Kabik

Matthew Kabik is the former Editor of Computer Aid's Accelerating IT Success. He worked at Computer Aid, Inc. from 2008 to 2014 in the Harrisburg offices, where he was a copywriter, swordsman, social media consultant, and trainer before moving into editorial.

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