Posts Tagged ‘contact center’

June 4, 2013 @ 12:22 PM

Managing Performance Data in Multi-Channel Contact Centers

By Gregory J. Robb The call center industry is transitioning to an era defined by “big data”: limitless quantities of Call Recording records between customer service representatives (CSRs) and clients. That performance data is increasingly analyzed by automated Call Recording…


May 22, 2013 @ 7:42 AM

How a Call Center Can Eliminate Hold Time

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…


May 14, 2013 @ 8:09 AM

What Makes A Great CSR?

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…