Call Centers For Dummies
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Are you thinking about what technology you need for your call center? Or do the terms VoIP, ACD, IVR, and CRM intrigue you, and you want to find out more? Here are some of the top tech tools that your call center can benefit from:

  • Telephone network

  • Data network/Internet

  • Automatic call distributor (ACD) system

  • Interactive voice response (IVR) system

  • Predictive dialer

  • Web applications (such as e-mail, online chat, and online collaboration)

  • Local area network (LAN)

  • Computer workstations

  • Customer relationship management (CRM) tools, such as a billing system, scripting, and customer analytics

  • Knowledge base

  • Computer–telephony integration (CTI) software and hardware

  • Agent performance dashboard

  • Workforce management software

  • Call-recording equipment

  • Data warehouse for data collection, reporting, and analysis

  • Voice over Internet Protocol (VoIP) communications technology

About This Article

This article is from the book:

About the book authors:

Réal Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.

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