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…
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…
By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC. Our series on Call Recording reached back to the historic roots upon which the modern call center industry was built. What has changed? A lot, and a lot of it…
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