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Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
Contact Center
July 7, 2022
Some of the Benefits of Voice Analytics
It’s no secret that call centers are a vital part of many businesses. However, what is a secret is the amount of data that call centers generate. Until recently, this data has been largely ignored. However, with the advent of voice analytics, all of that is
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November 8, 2021
Agents Shouldn’t Be Considered ‘Outdated’ in the Modern Call Center
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
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November 4, 2021
Artificial Intelligence Influence on Call Center Performance
This 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
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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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