Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
If you are looking to improve your contact center call quality monitoring, there are so many things that you can try. Whether it is for more first contact resolutions or because of previous external benchmarking, this article will go through 18 points that
Read MoreAs the demand for quality customer service increases, call center managers are constantly bombarded by Quality Assurance companies. Those companies propose to smooth out the so-called “bumps in the road” often experienced when managing QA. This article is
Read MoreGiven its pervasive use in journalism, marketing, and professional papers focusing on the call center industry, one is put under the impression that there is a clear and mutually agreed-upon definition for the term QA. However, upon scouring several websites
Read More“You know, to just be grossly generalistic, you could put half of [Insert candidate’s name here] supporters into what I call the basket of deplorables. Right?” “She went to my wedding. She had lots of cake, and I’ll tell you what, she is a terrible
Read MoreThere are several well-documented economic benefits of developing trust within an organization. In fact, employees who trust the organization they work for intend to demonstrate behaviors such as information-sharing and working well as part of a team. Such
Read MoreFor some companies out there, current annual growth rates are sufficient, and growing organically without the active pursuit of scaling is enough to grow their business. However, we at Call Criteria feel that neglecting to make active attempts to scale is
Read MoreDid you know the US consulting industry is the globe’s largest and most mature market of its kind? In fact, according to new figures from Source Global Research, the US advisory industry had a $58.72 B valuation in 2016. Here, we tell you why consultancies
Read MoreQuality monitoring in your call center is the main reason for the existence of our company, Call Criteria. We make your call center run smoother, with simple and easy to use processes that are proven to work. In this article, we are going to discuss what
Read MoreWhat is gamification? From receiving a badge on Foursquare for being the first of your friends to check in at a particular restaurant to completing your Subway punch card to win a free sandwich, gamification has been explored and utilized in practically every
Read MoreEvery 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., Was
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