By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC Since they first appeared, in the 1970s, call centers have prospered or perished based on customer satisfaction levels. Yet, increasingly-complex factors contribute to that customer experience. Quality Assurance includes tools…
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…
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…
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