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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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  • 29
    Aug

    A Guide on How to Hire Contact Center Employees

    With the overwhelming number of applicants, the hiring process can be challenging. What`s more? As the employer, all you got to go with is a resume, a rehearsed sale pitch (for serious applicants) and an interview. Mind you, completely blown interview don’t necessarily mean that the individual is good at best, they can be great

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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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