Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
In the modern call center, artificial intelligence has become a key component of customer service. The ability to automate many tasks and provide real-time responses is critical for today’s call centers. But as AI becomes more prevalent, it also raises
Read MoreThis article is going to focus on answering a common question: Can artificial intelligence influence call centers? Does AI change the results that they acquire through the data provided, and will we will see unmanned AI-controlled call centers and QA
Read More“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
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