Speech analytics is such a large topic that, in this article, we are going to go through some of the most common questions that we get asked, and by the end of the article, you should be able to explain what is speech analytics in a call center? There are some overlaps in the answers, […]
vCall centers are the epicenter of any large business with customer service call lines. Whether inbound or outbound calls, there will always be a huge volume of calls to deal with. Of course, the more calls you deal with daily, the more “likely” you are to get a sale, right? Well, this article is looking […]
Call centers in the United States generate over $200 billion in revenue annually. If you own or manage a call center, you know how important it is to set and meet sales goals each financial quarter. Getting everyone on your team to buy-in and push hard to meet a common goal is a lot harder […]
If you manage or own a call center, you know you rely on your agents to offer superior customer service with every interaction. If your agents are not productive, you may lose clients, revenue, and reputation. To ensure ongoing success, your call center must boost performance – the question is – how? Some tips that […]
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 […]
How do you optimize call center work? It’s a question that has kept many a busy manager up at night. When you’re conducting significant call center operations in any vertical or industry manner, quality matters; that’s the bottom line. Your results have to do with how effectively your workers communicate with the people on the […]
Voice analytics is one of the most massive revolutions in the call center industry – ever. You will hear it almost every time that you make a call to a contact center. It is often the first part of a call before you get connected to an agent, where you may have to tell a […]
Call center attrition is a widely recognized issue that, unfortunately, causes a lot of issues for the company. The fact is, however, that attrition is a problem for every company in every industry worldwide. People have better job offers; they move house to a different location; they want a change is career direction, etc. However, […]