Posts Tagged ‘contact center’

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…


June 17, 2013 @ 5:33 PM

21st-Century Performance Management Article Part Two: Service Quality and Customer Satisfaction (Fujitsu)

By Gregory J. Robb The 21st-Century call center is a quickly-evolving contact center for a world’s worth of customer issues and expectations. In our previous installment, we examined how the Fujitsu Group recognized the need for a new contact center…


June 10, 2013 @ 5:17 PM

21st-Century Performance Management Part One: Customer Satisfaction and Loyalty (Fujitsu)

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…