coaching

  • 07
    Jan

    Coaching Your Team to a Win in 2018

    • Agent Coaching, Agent Performance, Contact Center
    • BY tracy
    • No Comments

    With the new year in full swing, we at Call Criteria know how important coaching can be to your overall success. When agents perform well, your business usually does well (though the inverse can also be true). Agents need to know what you expect as well as receive regular feedback on how they measure up

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  • 06
    Jun

    Avoid These Top 5 Excuses for Not Adopting Call Center QA

    Contrary to popular belief, Quality Assurance isn’t just about spotting problems and solving them. Rather, it also involves identifying and amplifying positive performance and trends within the call center. QA provides a clear direction and shared understanding so you can set achievable goals. Call center QA provides invaluable insight into how you are performing and what

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  • 05
    Jan

    How to Improve Your Call Center Quality Control

    Given its pervasive use in journalism, marketing and professional papers focus on the call center industry, one is put under the impression that there exists a clear and mutually agreed upon definition for the term QA. However, upon scouring a number of websites and a few search engine inquiries, it becomes rather clear that this

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