Blog

  • 02
    Apr
    when and how to fire your agent

    When and How to Fire Your Agent For The Greater Good of Your Call Center

    One of the most critical and challenging tasks for a contact center manager is knowing when and how to fire your agent. In today’s litigious society, managers risk facing expensive lawsuits if they fail to comply to regulations. therefore, terminating an agent’s employment can be painful and stressful. Plus, firing an individual with some sort

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  • 02
    May
    Agents Happy

    The Secret to Your Customers’ Happiness? Make your Agents Happy

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

    Great leaders recognize that every employee is a representative of the company and that how the employees are treated is how they treat the customers. What’s more, the latest study by Economists from the University of Warwick proves that happy employees are more productive by 12% and that unhappy employees are 10% less productive in

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  • 25
    Apr
    An Interview With a Customer: What They Hate, What They Love

    An Interview With Your Customers: What They Hate, What They Love

    • Call Center, Customer Service, Quality Management
    • BY Eddie
    • No Comments

    “Get closer than ever to your customers. So close that you tell them what they need before they realise it themselves.” – Steve Jobs According to the late Steve Jobs, excellent customer care is about getting to know your clients so well that you can forecast their needs and exceed their expectations. After all, the

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  • 11
    Apr
    Social Media go-to-guide for Responding to Customers` Feedback

    Social Media go-to-guide for Responding to Customers` Feedback

    Gone are the days when feedback was made with a letter, in person or over the phone. Consumers are turning to social platforms for customer services. Every complaint, compliment, or question is now being publicized. Unfortunately, organizations aren`t able to keep up and 81.5% of customer questions go unanswered. So, how do you respond to

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  • 28
    Mar

    Why You Should Be Measuring Performance In Your Call Center

    Are you getting bad reviews and complaints from your clients? Are your agents lagging behind when it comes to upholding your quality and compliance standards? Have you noticed previously productive agents starting to show signs of low performance and decreasing productivity? If you answered yes to any of the above queries, you need to come

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  • 29
    Jan

    Why Average is Inevitable for your Agents

    Back in the 1960s, Daniel Kahneman, a Nobel award-winning psychologist, gave a lecture on the value of positive vs. negative reinforcement to a team of Israeli Air Force flight instructors. He proposed that positive reinforcement always produced better results, a proposal to which the instructors naturally scoffed. After all, in their years of experience, the

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  • 07
    Jan

    Coaching Your Team to a Win in 2018

    • Agent Coaching, Agent Performance, Contact Center
    • BY tracy
    • No Comments

    With the new year in full swing, we at Call Criteria know how important coaching can be to your overall success. When agents perform well, your business usually does well (though the inverse can also be true). Agents need to know what you expect as well as receive regular feedback on how they measure up

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  • 05
    Jan

    Poor Agent Performance; Can’t or Won’t?

    One of the most challenging jobs for a call centre manager is dealing with poor agent performance. After all, wherever poor performance is not adequately diagnosed and confronted, the costs are enormous regarding rising customer complaints, lost productivity and lost profits.
    Therefore, an essential step in the performance management system is to diagnose why the performance problem occurs — the “root cause”. If we don’t correctly identify the causes, how can we possibly figure out the solution?

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  • 31
    Oct

    Jekyll and Hyde: A Tale of Two Contact Centers

    • Agent Performance, Contact Center, Quality Assurance, Quality Management
    • BY tracy
    • No Comments

    Imagine a contact center where the manager has put in place defined procedures and practices to ensure flexibility, organization, knowledge retention, and effective communication. The contact manager calls all the agents and tells them, “If you want to be a successful agent and provide quality customer support, this is how to do it.” Now imagine

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  • 13
    Sep

    The Text Revolution: A New Era of Customer Service

    Over the past decade, email, social media and instant messaging technologies have ushered in a new method of communication. As with most declining technologies, the exodus from voice communication has been led by millennials and younger generations looking for instant attention and gratification. Text based interactions are fast, responsive and can be utilized consistently across

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