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…
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…
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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