Featured Expert
Oscar Alban - Principal global market consultant, Witness Systems
Oscar has been in the call center industry for 20 years, 12 of which were spent with MCI where he managed a 1,200-person call center. After leaving MCI in 1996, he started his own consulting company focused on agent and supervisor performance optimization. Oscar joined Witness Systems in 1997 and speaks globally on issues critical to the success of contact center leaders. These include coaching and development, performance optimization and contact center l...
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Expert Blog
Visit our running blog of commentary and insights from our experts.
Most Recent Blog Entry
20 MAY 2005
When I started out as a call center agent 21 years ago, the systems we used were simple. One database, four screens, simple fields to populate. Not exactly rocket science. Not true today. It amazes me how many different databases agents are asked to deal with....
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