How Many Calls Should You Really QA? The Common Misconception You’ve probably heard this before.“Now you can score 100 percent of your calls.”
Evaluations are a key component of your Quality Assurance program. They provide a consistent and structured way to measure performance, identify strengths and
Brand loyalty as we once knew it is gone. In today’s connected world, switching brands is as simple as moving from one website
Building a scorecard is where you define exactly what will be measured during an evaluation. Each scorecard represents the standards, expectations, and behaviors
Scorecards are the foundation of Quality Assurance in FiveLumens. They define what great performance looks like, guide how evaluations are completed, and connect
Every scorecard in FiveLumens requires a scoring model. Scoring models determine how results are calculated and displayed across both manual and AI evaluations.