Archive for May, 2013

May 22, 2013 @ 7:42 AM

How a Call Center Can Eliminate Hold Time

By Gregory J. Robb Call center “hold time” is dead time. It is the time when commerce sits in stasis while customer service representatives look after other clients. A contact center customer on-hold is a service deal headed for a…


May 14, 2013 @ 8:09 AM

What Makes A Great CSR?

By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC. It seems a laughably simple question: what makes call center customer service representatives (CSRs) great? Training, flexibility, skill and ambition. Surely. The more relevant consideration is how to achieve these…