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Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
Quality Management
September 2, 2021
18 Top Points for Top Call Quality Monitoring
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
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February 12, 2021
6 Roles of Quality Analysts for Call Centers Explained
As 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
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February 12, 2021
Improve Your Call Center Quality Control – 6 Easy Steps
Given 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
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February 12, 2021
Read My Lips: “Quality Control Desperately Needed”
“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
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February 12, 2021
Building Better Trust Throughout the QA Hierarchy
There 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
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February 12, 2021
5 Steps to Scaling Your Business Effectively
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
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February 12, 2021
Why Consultancies Choose Call Criteria for Call Center Quality Monitoring
Did 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
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February 12, 2021
Quality Monitoring in Your Call Center – 22 Ways to Improve Your Quality Monitoring
Quality 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
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February 12, 2021
Gamifying Your QA Program
What 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
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February 12, 2021
Call Quality Monitoring; Are You Listening to All Your Calls?
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
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