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…
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…
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…
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