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quality monitoring

  • 19
    Jun

    The Keys to a Happier, More Productive Contact Center

    As a contact center manager, retaining quality agents can be a real threat to your quality objectives. High churn rates not only affect morale, but your business’ bottom line will likely take a hit as a result. So how do we at Call Criteria recommend you motivate and reward existing agents in order to keep

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  • 28
    Feb

    The Front Lines of Reputation Management

    • Agent Performance, Contact Center, Customer Service
    • BY tracy
    • No Comments

    “It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you’ll do things differently.” –Warren Buffett Your company’s reputation represents the confidence that your customers have in your ability as a business to consistently and competitively provide a product or service. The reputation of your business is

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  • 17
    Jan

    Back to the Basics: Quality Monitoring Essentials

    “This call may be monitored and recorded for quality assurance.” No matter how many times you may have heard this opening script, it never ceases to amaze how often it’s improperly stated, incomplete or missing altogether. However, this hints toward a much larger elephant in the room. Let’s begin by asking the following three questions;

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  • 11
    Apr

    Whose Responsibility is Customer Experience?

    Customer experience is often simply viewed as a cost center – a necessary evil. In fact, the majority of companies outsource it to the lowest bidder with clear directives to keep the costs as low as possible. After all, it’s not like customer experience generates profits, right? Wrong! These so called cost centers are vital

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