Contact Center
February 11, 2021
The Front Lines of Reputation Management
“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
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Speech Analytics Meets Manual Human Review
In 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
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February 11, 2021
When Being “Soft” is a Good Thing
As 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
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February 11, 2021
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
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February 11, 2021
Speak up and Listen Closely: Effective Communication in your Contact Center
Effective 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
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February 11, 2021
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; a completely blown interview
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February 11, 2021
Jekyll and Hyde: A Tale of Two Contact Centers
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
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February 11, 2021
Coaching Your Team to a Win in 2018
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 and receive
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February 11, 2021
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
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February 11, 2021
Make your Agents Happy – The 5 Secrets to Your Customers’ Happiness
Are 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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