By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC The Information Age stretches our abilities to remember the beginnings of technology. The history of call recording is no different. Those who initially used voice-recording to crack Morse code could…
By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC Since they first appeared, in the 1970s, call centers have prospered or perished based on customer satisfaction levels. Yet, increasingly-complex factors contribute to that customer experience. Quality Assurance includes tools…
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…
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