Posts Tagged ‘productivity and profit’

July 5, 2013 @ 7:50 PM

From Unstructured Talk to Business Intelligence

One of the primary drivers of 21st-Century call center development is technology. More specifically, managers and customer service representatives (CSRs) wrestle with the breakneck pace of change and regulations governing call center compliance all over the world. Industry players seek…

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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 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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