Posts Tagged ‘Call Recording’

July 5, 2013 @ 7:50 PM

From Unstructured Talk to Business Intelligence

One of the primary drivers of 21st-Century call center development is technology. More specifically, managers and customer service representatives (CSRs) wrestle with the breakneck pace of change and regulations governing call center compliance all over the world. Industry players seek…

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June 17, 2013 @ 5:49 PM

21st-Century Performance Management (Conclusion): Employee Satisfaction and Service Quality

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…

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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…

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