Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
Everyone has had contact with voice technology. Whether it is Siri, Alexa, any phone call that asks you to say “yes or no” after the tone, it is all voice technology. If we are honest, it is incredible. The technology that is available now is unlikeRead More
Firstly, I would like to presume that you have read about “what is QA/QC” in our article “Quality Assurance vs. Quality Control.” Quality Assurance can be quite a confusing subject. We often receive questions about our QA processes when we acquire newRead More
Call center vs contact center, what are the differences? When you think of contact centers, do you automatically assume that they are the same as a call center, just named differently? If your answer to this is yes, I am sorry to say that you are wrong. Yes,Read More
Management decisions in call centers are getting more difficult than ever due to the Covid-19 pandemic. However, the impact the lockdown and remote working policies have had are varied depending on the types of organization and even sectors within them. But,Read More
Speech analytics is at the top of many call centers’ agendas and for a good reason. However, to go with that agenda, there often comes a lot of questions. One of the primary worries is how to implement speech analytics, for which we have an article here.Read More