“It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you’ll do things differently.” –Warren Buffett Your company’s reputation represents the confidence that your customers have in your ability as a business to
Read MoreIn this day and age, where customers readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition. Your contact center plays an especially
Read MoreAs 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
Read MoreAs 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
Read MoreEffective communication in your contact center is 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 necessary. However, at Call Criteria, we have seen
Read MoreWith 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; a completely blown interview
Read MoreImagine 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
Read MoreWith 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 and receive
Read MoreAre 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
Read MoreAre your agents happy? 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, Economists’ latest study from the University of Warwick proves that
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