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  • 01
    Apr

    Modern Technology for Busy Contact Center Managers

    • Agent Coaching, Call Center, Compliance, Customer Service, Performance, Quality Assurance, Quality Management, TCPA Compliance, Technology
    • BY Milica
    • No Comments

    Imagine having the power to quickly locate ten calls where your agents  did not comply with TCPA regulations. Such a discovery could potentially save you from costly penalties. Better yet, imagine if you are having an agent struggling with a particular process; all you have to do is pull up similar calls for coaching. On

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  • 18
    Feb

    Manual Quality Management; The Biggest Headache for Managers

    • Call Center, Call Center Outsourcing, Contact Center, Management, Quality Assurance, Quality Management, Technology
    • BY Eddie
    • No Comments

    Two customers call a customer rep at the same time with the same complaint. One customer stays on hold while the other waits only for a few seconds before an agent gets online. Why the difference?   The contact center is fast becoming one of the most important collectors and sources of valuable business data.

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  • 08
    Oct
    5 Important Tips for Offering Multilingual Customer Support.

    5 Important Tips for Offering Great Multilingual Customer Support.

    • Agent Coaching, Agent Performance, Call Center
    • BY Ryan
    • No Comments

    According to a study by The International Customer Management Institute (ICMI) and Lionbridge, 74% of consumers are likely to make a repeat purchase if the after-sales service is offered in their language. 58% of Consumers also said customer support in their native language improved their loyalty to a brand. While 71% said it increased their

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  • 11
    Aug
    Ditch that scorecard because it's doing more harm than good to your call center

    Tell-tale Signs You Need to Ditch Your Call Center Scorecard!

    • Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing
    • BY Eddie
    • No Comments

    How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the benefits of a product and so on. Also, while you may start with a

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  • 06
    Aug
    Your call centre has as much influence as a billboard

    How Many Calls Does Your Contact Centre Handle in a Week?

    • Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing, Coaching, Quality Management
    • BY Ryan
    • No Comments

    Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to make over one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large contact centers have customer influence similar to, if not

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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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  • 28
    Nov

    Diversity: 4 Ways to Embrace One of Your Biggest Assets

    Your business has a diverse audience, so why shouldn’t your team of agents reflect this diversity? Call centers of the 21st century are as diverse as ever, which is why we at Call Criteria believe that teams which maximize the power of differing perspectives, opinions and backgrounds will succeed in today’s super competitive global marketplace. For

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