Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
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 raisesRead More
The Common Call Center Problem Call centers are the one of the most important parts of any business. They play an essential role by providing customer service to their clients and customers. The main purpose is to provide quality services at affordableRead More
How Can a Call Center Improve Sales Performance Call/contact centers can improve sales performance by using the following techniques: 1. Use a call tracking system to monitor sales agent and sales team calls, identify problems in your process, and makeRead More
Every day, contact centers around the world record billions of agent calls. As part of a typical call center operation, a percentage of these recordings is usually evaluated by a quality assurance company to monitor agent-customer interactions, e.g., WasRead More
No matter how great your business’s product or service is, if you don’t have a skilled and productive set of employees, then you won’t achieve the level of success you’re truly capable of reaching. The vast majority of your company’s long-termRead More
One of the most challenging jobs for a call centre manager is dealing with poor agent performance. After all, wherever poor performance is not adequately diagnosed and confronted, the costs are enormous regarding rising customer complaints, lost productivityRead More
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 whatRead More