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…
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…
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…
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