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 […]

Two customers call a customer rep at the same time with the same complaint. One customer stays on hold while the other waits only for a few seconds before an agent gets online. Why the difference?   The contact center is fast becoming one of the most important collectors and sources of valuable business data. […]

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., Was the customer’s problem solved? However, the process of manually evaluating calls suffers from some problems. 1. […]

Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to makeover one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large contact centers have customer influence similar to, if not greater […]

Imagine a contact center where the manager has put in place defined procedures and practices to ensure flexibility, organization, knowledge retention, and effective communication. The contact manager calls all the agents and tells them, “If you want to be a successful agent and provide quality customer support, this is how to do it.” Now imagine […]

For 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 nearly a surefire way to be left in the dust of your competition. Scaling is […]