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…
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…
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…
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