By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC As Quality Assurance (QA) has evolved, workforce management has grown into an expanding suite of QA tools, such as Call Recording, Screen Recording and Speech Analytics. Although each element contributes…
By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC In the call center industry, Quality Assurance is best demonstrated by First Contact Resolution (FCR) rates. Industry invests greatly in technological means of achieving FCR: Call Recording, Screen Recording and…
ABT provides the best software and consulting services to reduce turnover and retain the best, most productive CCRs. DELRAY BEACH – Contact Center Representatives (CCR) can make or break a contact center business. Trained, professional CCRs are key assets to…
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