Contact Center

Call Center Agent Coaching Call Center Agents can be under a lot of pressure to perform to all of the criteria that you have in place. All of which are required to get the best service for your customers. However, some Agents can find it challenging to understand which skills they lack, and which they

We have spoken a lot about Quality Assurance in quite a lot of articles on our site. That is because it is such a vast subject that if we put it all in one section, it would be challenging to take in all at once. However, what we would like to do in this article

You may be asking; What Are The Benefits Of Quality Assurance? Well, in this article, I am going to give you some brief overviews of what those benefits are. Straight away, I can tell you that the benefits are numerous, vast, and when implemented correctly, they are invaluable. Although we are going to be looking

When you are running a call center that revolves around sales, and most of them do, monitoring your call center agents is usually done based on call quality metrics. However, the fact is that the information that is provided by scorecards is not always what you want. Of course, you want to know if your

Over the past couple of months or so, we have looked at a few articles comparing human analytics and voice technology QA. In this article, we are going to take another look at how each of them competes when they are in more complex environments. Before we get into the article in-depth, I would like

For the past few articles that have posted on our site, we have been looking at scorecards, agent monitoring, performance monitoring, and reward schemes. In this article, we are showing you how we, here at Call Criteria, are making the coaching process even easier for you and your business. We are doing this by introducing

We have recently been looking at how we monitor your agents. This monitoring is an excellent way of increasing awareness of your staff’s performance and enabling targeted coaching depending on performance, and specific missed points. However, in this article, we are going to take a look at a more fun side in which you can

If you have read our last article, then I am sure that you have had an insight into how we can monitor your agents. If you have not read that article, then I would highly suggest that you do that before reading this. You can find the last article here. After you have read that,

The single best way to check how your call center agents are performing is to monitor them. That does not mean standing over them, watching them work. However, what it does mean is to check on their scoring based on various factors actively. As you have already found out, either from our previous articles, such

If you manage a call center, you will know that positive customer engagement is the key to success. You may take a look around the call center and have no apparent issues. Everyone is working hard and trying their best. But how do you know that they are working at optimum efficiency? Well, that’s why