Join Amas and Bob as they discuss the dreaded message we all hear when calling for service.

What is done with my recording and transcripts at most contact centers?

Who owns the data?

Three things to change about the recording and quality assurance process.

Some quotes...

• "I don't think it's BS they are recorded but they're not listening to a lot of it..."
• "Here is what your agent hears after you tell them they scored 84...."
• "At the end of the day, the job you signed up for is an interaction between two people and how they FEEL about it..."

And so much more

Contact Amas and Bob.

http://linkedin.com/in/amastenumah/

https://www.linkedin.com/in/bobfurniss/