See how Navy Federal Credit Union moved away from your traditional quality scorecard into a more progressive model, by eliminating the score from the scorecard. In an article published by ICMI, NFCU decided to improve their quality by shifting away from the old checklist approach, and adapted a scoreless model, focusing more on the interaction vs the behaviors met/not met. Read the article to see how their implementation worked out! Looking to revamp or start a quality program, see how our experts can assist you in establishing a best in class quality program suited to meet the needs of your customers and agents.

https://www.icmi.com/Resources/Customer-Experience/2017/08/Want-to-Improve-Quality-Ditch-the-Score-From-Your-Scorecards