Chad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conversation with host Bruce Belfiore, Chad will relay his experiences in helping organizations identify the right blend of people, processes, and automation to achieve improved outcomes.
Chad will talk about approaches to improve the reliability and accuracy of automation by balancing technology, people, and processes to provide the sort of optimal outcomes that contact center managers seek.
Air Date: Wed., January 23, 2024 - 10:00AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Chad Tatton | Co-Founder and COO | Call Criteria
Season: 15 | Episode Number: 1
Guest: Chad Tatton, COO & Co-Founder
Chad is a 24-year contact center veteran and Co-Founder and COO of Call Criteria, a Quality Assurance as a Service company. Chad is currently focused on helping clients fully exploit AI and automation for their QA needs.
Chad owned and operated multiple contact centers before launching Call Criteria in 2012, which provided him a lot of practical management experience.
His work with Call Criteria has included human resources to improve quality and customer outcomes, and, over the last few years, Call Criteria has extended its solution to include automation, speech analytics, and artificial intelligence.
CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.
