Posts Tagged ‘Quality Assurance’

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…

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April 11, 2013 @ 7:53 AM

Call Recording Series Conclusion: The New Call Recording Paradigm

By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC. Our series on Call Recording reached back to the historic roots upon which the modern call center industry was built. What has changed? A lot, and a lot of it…

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April 2, 2013 @ 1:51 AM

Call Recording Series Part III: Call Recording Technology

By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC.   In Part Two of the series, we explored how change has fused people with technology in the 21st-Century call center. Increasingly, people must empower themselves with technology in order…

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