Archive for January, 2013

January 26, 2013 @ 3:38 AM

Key Components of a Quality Assurance Program

By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC In the call center industry, Quality Assurance is best demonstrated by First Contact Resolution (FCR) rates. Industry invests greatly in technological means of achieving FCR: Call Recording, Screen Recording and…

READ MORE

January 7, 2013 @ 4:26 PM

Business Continuity and Disaster Recovery

By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC According to IHS Global Insight (a forecasting firm), Hurricane Sandy will end up causing approximately $20 billion in property damage, and $10-$30 billion more in lost business. The mayor’s office…

READ MORE