Author Archives: Ryan

Applied Business Technologies provides best tools to coach CSRs In almost all businesses, your employees can make you or break you. It’s no different in the Call Center business. A well trained, motivated workforce of customer service representatives (CSRs) is … Continue reading →

Keeping your call center platform HIPPA compliant is critical to your health industry customers The Health Insurance Portability and Accountability Act of 1996 (HIPAA) was passed by Congress with the intent to protect the privacy rights of individuals with regard … Continue reading →

Understanding the Call Center platform: Imperative that Call Center IT and Management operate seamlessly together. The call center business is an extremely competitive global industry. Whether call center operations are located in the United States, India, Latin America, or elsewhere, … Continue reading →

Call centers must continually improve their customer service to stay viable and keep pace with rising customers’ demands. Growing worldwide competition and the integration of the Internet and social media into the call center business models drive a need to … Continue reading →

Applied Business Technologies invaluable partner in increasing First Call Resolution rates-and your bottom line! ABT provides the best, most powerful turnkey applications to properly measure and enhance your FCR benchmark averages DELRAY BEACH – In the call center business, customer … Continue reading →

Screen recording essential to validate Call Center processes-and build your call center business platform DELRAY BEACH – A profitable call center operational model builds, maintains, monitors and optimizes an operational platform that defines and exploits the customer experience to meet … Continue reading →

ABT builds and maintains the finest “best practices” PCI DSS 2.0 compliance platforms DELRAY BEACH – The development of the Payment Card Industry Data Security Standard (PCI DSS) standard over the last decade has had a huge impact on the … Continue reading →

ABT provides the best software and consulting services to reduce turnover and retain the best, most productive CCRs. DELRAY BEACH – Contact Center Representatives (CCR) can make or break a contact center business. A trained, professional CCR is a key … Continue reading →

Is your call center the top of the line? It’s time for ABT to build you a cutting edge contact center performance platform! By Ryan Morrissey DELRAY BEACH – Recently, I spoke to a call center manager about having his … Continue reading →

Speech Analytics to optimize customer experience By Ryan Morrissey DELRAY BEACH – One of the biggest challenges facing contact centers is effectively evaluating and augmenting the presentations of contact center representatives (CCRs) so that their performance is optimized. Contact Centers … Continue reading →