July 5, 2013 @ 7:50 PM

From Unstructured Talk to Business Intelligence

One of the primary drivers of 21st-Century call center development is technology. More specifically, managers and customer service representatives (CSRs) wrestle with the breakneck pace of change and regulations governing call center compliance all over the world. Industry players seek…


June 17, 2013 @ 5:49 PM

21st-Century Performance Management (Conclusion): Employee Satisfaction and Service Quality

By Gregory J. Robb As any citizen knows, the early 21st-Century has (so far) been authored by the marriage of human and technology. Call center technology is no exception, and this is especially true of Call Recording. The public has…


June 17, 2013 @ 5:33 PM

21st-Century Performance Management Article Part Two: Service Quality and Customer Satisfaction (Fujitsu)

By Gregory J. Robb The 21st-Century call center is a quickly-evolving contact center for a world’s worth of customer issues and expectations. In our previous installment, we examined how the Fujitsu Group recognized the need for a new contact center…