I was a call-center manager a year-and-a-half ago, and I am about to relocate and take another job managing a call-center. My new employer lacks some tools I like to use – I had created a spreadsheet with macros that acted as a monthly scorecard for CSRs that pulled data from other spreadsheets where we entered CSR qualitative and quantitative call management data we collected. I no longer have the tool (wish I did), but I was wondering if anyone has a tool they use in either Excel or Access that they would share with me (and other managers)? Perhaps a number of us can use them, and those who want to can try to combine the best aspects of the tools submitted to make improvements?
I would really appreciate anything you have, and I will gladly exchange anything good I find with contributors.