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Contact Center

  • 25
    Oct

    Can Bad Agents Improve? The Infinite Return on Coaching

    Imagine this. It’s the end of a busy week and you’ve finally carved out an hour to do a quality check on the emails your agents send to customers. You click on the “Sent” pile, and randomly grab an email response written by “Maureen” and pull up your QA scorecard to see how well she

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  • 09
    May
    An Interview with a Call Agent: What's With The Burnout?

    An Interview with a Call Agent: What’s With The Burnout?

    According to recent reports, 89% of companies now claim to be differentiating and competing based on their customer service. However, a different study reveals that only 1% of customers are satisfied with the support that they receive. What’s more, consumers are not the only ones being affected by poor customer service. 70% of call centre

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  • 02
    Apr
    when and how to fire your agent

    When and How to Fire Your Agent For The Greater Good of Your Call Center

    One of the most critical and challenging tasks for a contact center manager is knowing when and how to fire your agent. In today’s litigious society, managers risk facing expensive lawsuits if they fail to comply to regulations. therefore, terminating an agent’s employment can be painful and stressful. Plus, firing an individual with some sort

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  • 02
    May
    Agents Happy

    The Secret to Your Customers’ Happiness? Make your Agents Happy

    • Agent Performance, Contact Center, Customer Service
    • BY mark
    • No Comments

    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, the latest study by Economists from the University of Warwick proves that happy employees are more productive by 12% and that unhappy employees are 10% less productive in

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  • 28
    Mar

    Why You Should Be Measuring Performance In Your Call Center

    Are 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 decreasing productivity? If you answered yes to any of the above queries, you need to come

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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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  • 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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  • 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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