Purdue's Richard Feinberg

Our Voices of CRM series continues with this podcast of a conversation with Richard Feinberg, director of the Center for Customer Driven Quality at Purdue University. Feinberg shares his thoughts on speech technology, Voice over Internet Protocol (VoIP), how companies are now paying for some of the mistakes of offshore outsourcing of contact centers and the best way to measure customer satisfaction.

Get Richard's conversation here.