June 10, 2013 @ 5:17 PM

21st-Century Performance Management Part One: Customer Satisfaction and Loyalty (Fujitsu)

By Gregory J. Robb The call center industry is evolving to a customer-centric service model. Customer service representatives (CSRs) are addressing not only the issues that propel clients to reach a call center, but they are increasingly concerned with call…


June 4, 2013 @ 12:22 PM

Managing Performance Data in Multi-Channel Contact Centers

By Gregory J. Robb The call center industry is transitioning to an era defined by “big data”: limitless quantities of Call Recording records between customer service representatives (CSRs) and clients. That performance data is increasingly analyzed by automated Call Recording…


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…