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  • 07
    Jul

    Speak up and Listen Closely: Effective Communication in your Contact Center

    • Contact Center, Customer Service, Quality Assurance
    • BY tracy
    • No Comments

    Good communication practices are at the core of every successful business. Not long ago, the ability to communicate effectively was viewed as a ‘soft’ skill that was nice to have, but not all that necessary. We at Call Criteria however, have seen firsthand how previously neglected soft skills and an individual’s ability to communicate effectively,

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  • 19
    Jun

    The Keys to a Happier, More Productive Contact Center

    As a contact center manager, retaining quality agents can be a real threat to your quality objectives. High churn rates not only affect morale, but your business’ bottom line will likely take a hit as a result. So how do we at Call Criteria recommend you motivate and reward existing agents in order to keep

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  • 16
    May

    When Being “Soft” is a Good Thing

    As a trusted quality assurance company that helps dozens of call centers monitor and improve their performance every year, we at Call Criteria have heard the full gamut of reasons why agents are let go. While overall lack of commitment and an inability to convert leads are some of the more common triggers leading to

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  • 27
    Apr

    Name That Face: Knowing Your Customers Beyond the Digital World

    Companies today are relying more and more on text and web based interactions with their customers as we become more dependent than ever on the internet and web based communication. However, there is something intangibly irreplaceable about the human touch of meeting your customers in person. We at Call Criteria realize the value inherent in

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  • 11
    Apr

    5 Steps to Scaling Your Business Effectively

    For some companies out there, current annual growth rates are sufficient, and growing organically without the active pursuit of scaling is enough to grow their business. However, we at Call Criteria feel that neglecting to make active attempts to scale is nearly a surefire way to be left in the dust of your competition. Scaling is

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  • 14
    Mar

    Speech Analytics Meets Manual Human Review

    • Contact Center, Quality Assurance, Quality Management, Technology
    • BY tracy
    • No Comments

    In this day and age, where customers readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition. Your contact center plays an especially important role in shaping your customer’s experience. By analyzing your customer-agent interactions (or having us

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  • 28
    Feb

    The Front Lines of Reputation Management

    • Agent Performance, Contact Center, Customer Service
    • BY tracy
    • No Comments

    “It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you’ll do things differently.” –Warren Buffett Your company’s reputation represents the confidence that your customers have in your ability as a business to consistently and competitively provide a product or service. The reputation of your business is

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  • 15
    Feb

    Gamifying Your QA Program

    • Quality Assurance, Quality Management
    • BY tracy
    • No Comments

    What is gamification? From receiving a badge on Foursquare for being the first of your friends to check in at a particular restaurant to completing your Subway punch card to win a free sandwich, gamification has been explored and utilized in practically every vertical imaginable. We at Call Criteria use gamification as a simple morale

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  • 17
    Jan

    Back to the Basics: Quality Monitoring Essentials

    “This call may be monitored and recorded for quality assurance.” No matter how many times you may have heard this opening script, it never ceases to amaze how often it’s improperly stated, incomplete or missing altogether. However, this hints toward a much larger elephant in the room. Let’s begin by asking the following three questions;

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  • 28
    Dec

    Contact Centers of the 21st Century

    With the year coming to a close and 2017 just over the horizon, it makes sense to look to the future in anticipation of things to come in contact centers around the globe. Throughout the 20th century, contact centers primarily supported customers via the telephone. However, as customers have come to expect 24-hour, 7-day-a-week resolution services

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