Quality Monitoring and Technology vs. Old-Fashioned Skill

Steve Riddell, Vice President of Operations for Blinds.com, participates in a live interview from 2011's Call Center Summit in Orlando. Riddell reviews what he discussed in his keynote session, which focused on technology clashing with the call center agent, managing a multi-channel operating system, implementing social media and the controversy surrounding quality monitoring. Riddell will be the Master of Ceremonies at this year's Call Center Excellence Awards for IQPC's 12th Annual Call Ce... To continue reading this story Click Here