Posts Tagged ‘productivity and profit’

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 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…