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Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
Contact Center
February 11, 2021
Coaching Queue – 13 Perfect Ways To Coaching The Future of Your Agents
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
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February 11, 2021
Humans Vs Technology QA in Call Centers – 17 Great Points to Consider For QA
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
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February 11, 2021
Sales Performance Dashboard – 8 Great Steps
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
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February 11, 2021
What Are The Benefits Of Quality Assurance? 4 Great Reasons For QA
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,
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February 11, 2021
Maintaining Accuracy In Call Centers – 3 Ways We Perfect Your QA
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
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February 11, 2021
Process vs. Product 1 Easy Solution
There have been a lot of questions asking about Process vs. Product in call centers. In this article, we are going to try and answer your questions related to the surrounding areas. First of all, I am going to try and explain what each of the two topics in
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February 11, 2021
7 Important Call Center Skills For Agents
Call center agents are a little bit like superheroes. They have to solve problems, deal with difficult people, and still do their job correctly. There are some vital call center skills for agents that need to be learned to do that. We all know the importance
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February 11, 2021
Call Center Supervisor Skills – 11 Top Requirements
If you have read our article, Important Call Center Skills For Agents, you may be wondering about the call center supervisor skills that are necessary. The majority of supervisors in a call center have probably gained promotion from a customer service agent.
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February 11, 2021
Call Center Partnership 1 Solution
In this article, we will take you through one of our client’s results from using Call Criteria as their call center QA specialists. I won’t go into what company this is due to data protection; however, I will back-up the details with screenshots of our
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February 11, 2021
Penny Pinching Tips for Call Centers
When it comes to operating your call center efficiently, time spent away from the phones and the phone can be costly to your company. Whether your company’s business is sales or collections, it is important that the company’s time is being used wisely.
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