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…
ABT provides the best software and consulting services to reduce turnover and retain the best, most productive CCRs. DELRAY BEACH – Contact Center Representatives (CCR) can make or break a contact center business. Trained, professional CCRs are key assets to…
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