How do you optimize call center work? It’s a question that has kept many a busy manager up at night. When you’re conducting significant call center operations in any vertical or industry manner, quality matters; that’s the bottom line. Your results have to do with how effectively your workers communicate with the people on the […]
Assurance and control are the two main factors in quality management. These are both aspects that should be of utmost importance to any company. Adhesion to these two aspects is even more critical in companies dealing with the public. Quality is king. Always has been, and always will be. However, when you are looking at […]
Imagine having the power to quickly locate ten calls where your agents did not comply with TCPA regulations. Such a discovery could potentially save you from costly penalties. Better yet, imagine if you are having an agent struggling with a particular process; all you have to do is pull up similar calls for coaching. On […]
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 happy employees are more productive by 12% and that unhappy employees are 10% less […]
Over the past decade, we have seen a text revolution. Email, social media, and instant messaging technologies have ushered in a new communication method. As with most declining technologies, the exodus from voice communication has been led by millennials and younger generations looking for instant attention and gratification. Text-based interactions are fast, responsive, and can be […]
Companies today rely more and more on text and web-based interactions with their customers as we become more dependent than ever on the internet and web-based communication. However, there is something intangibly irreplaceable about the human touch of meeting your customers in person. At Call Criteria, we realize the value inherent in developing and building […]
With the year coming to a close and 2017 just over the horizon, it makes sense to look to the future in anticipation of things to come in contact centers around the globe. Throughout the 20th century, contact centers primarily supported customers via the telephone. However, as customers have come to expect 24-hour, 7-day-a-week resolution services […]
Consider this scenario: a company invests significant amounts of money in implementing what appears to be an excellent CRM strategy, but it fails miserably. Sound familiar? Well, it should, because according to reports, almost half of all CRM projects fail. But why? Here’s a clue, the technology isn’t the problem. When luxury vehicle manufacturer Audi […]
Customer experience is often viewed as a cost center – a necessary evil. In fact, the majority of companies outsource it to the lowest bidder with clear directives to keep the costs as low as possible. After all, it’s not like customer experience generates profits, right? Wrong! These so-called cost centers are vital team players […]
I read as much as I can, and I think that if you want to be better at anything, finding the best book on your topic of interest is the most appropriate way to start. It is in this with mind, that the following article provides a compilation of 3 Must-Reads for Better Customer Experience […]