Posts Tagged ‘Screen Recording’

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…


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 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…