• 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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  • 15
    Feb

    Gamifying Your QA Program

    • Quality Assurance, Quality Management
    • BY tracy
    • No Comments

    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 vertical imaginable. We at Call Criteria use gamification as a simple morale

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  • 13
    Sep

    KPI Lessons from The Masters of Customer Service: A Zappos Case Study

    Tony Hsieh, the CEO of Zappos, wrote a book on modern customer service. The book titled Delivering Happiness, staked a claim on the New York Times Best Sellers list and maintained its position for 27 consecutive weeks. Perceiving its contact center, not as a “cost,” but as an opportunity to market, Zappos’ entire strategy revolves around creating

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