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Call Criteria has a proven track record of increasing customer service and ROI through high-performance Quality Assurance.
Quality Management
February 11, 2021
Speech Analytics Meets Manual Human Review
In this day and age, where customers readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition. Your contact center plays an especially
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February 11, 2021
Jekyll and Hyde: A Tale of Two Contact Centers
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
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February 11, 2021
Have your EARS to the ground
Did you know that 92% of customers judge an organization based on their interactions with the company’s call center? This would explain the current hype surrounding customer experience and the need to create engaging interactions. Still, a recent Forrester
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February 11, 2021
An Interview With Your Customers: What They Hate, What They Love
According to the late Steve Jobs, excellent care for customers is about getting to know your clients so well that you can forecast their needs and exceed their expectations. After all, the only reason your business exists is to serve the needs of your
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February 11, 2021
How Many Calls Does Your Contact Centre Handle in a Week?
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
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February 11, 2021
Manual Quality Management; The Biggest Headache for Managers
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
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February 11, 2021
What is QA – 7 Q&As for Quality Assurance
Firstly, I would like to presume that you have read about “what is QA/QC” in our article “Quality Assurance vs. Quality Control.” Quality Assurance can be quite a confusing subject. We often receive questions about our QA processes when we acquire new
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