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…

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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…

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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…

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