Management decisions in call centers are getting more difficult than ever due to the Covid-19 pandemic. However, the impact the lockdown and remote working policies have had are varied depending on the types of organization and even sectors within them. But, how do we deal with it as an industry? Between March 11th, when the

Speech analytics is at the top of many call centers’ agendas and for a good reason. However, to go with that agenda, there often comes a lot of questions. One of the primary worries is how to implement speech analytics, for which we have an article here. Furthermore, you will likely have more questions, such

Speech analytics is a topic that we like to cover here at Call Criteria. That is because it is a massive factor in how we help your call centers do their job effectively. However, while we talk about how they work and why there is one question that doesn’t get asked enough until it is

In this article, we are going to go through the most common call center QA terminologies that are used. Some of them you will be familiar with, others maybe not so much. However, I will separate them all into headings so that you can skip to the section you would like to know a little

During the last three-plus years, here at Call Criteria, we have been running a unique speech analytics software. One of the most common questions that we receive is how much the software can increase QA accuracy. In this article, we will run through our results and show you how much difference certain things like Syntax