Technology Is Changing The Contact Center


The center of traditional telephone service is rapidly approaching extinction. A new generation of call center software and communications technology is causing rapid changes in the industry and creating a new model that is more flexible and profitable.

The traditional model

The center of basic telephone service has existed with little change practically since the invention of the telephone. It was essentially a large room with a lot of phones and agents in it. For decades , all parts of a company had to have its own staff of agents. As long distance became economical and reliable , companies will consolidate their call centers in the central operations. It was cost effective and easy to manage.

However, it was also inflexible. Agents had to rigid work hours , and work was surprisingly stressful. Staffing and salaries were subject to fluctuations in the local labor market , and it was difficult to get a minimum of traffic information calls or dropped calls . Multiple times and long waits were the rule, frustrating agents and customers alike.

New Technology

Rapid development in technology occurred when the Internet has grown from a research tool used slightly limited to a network of ubiquitous communication reached into every home and business access . As the phone lines were upgraded to carry data , not just the voice , companies suddenly had options about how to deploy their agents. No longer was it necessary to have a central call center .

A new generation of call center software has been developed, inspired in part by the ease of tracking these digital phone calls, and the increasing power of desktop computers . It became easy to see all aspects of the operation of the performance of individual traffic patterns in general for all international corporation agents. The booths themselves became more widespread, while information became more centralized.

The Modern Call Center

Software communication technology and has revolutionized the call center operation technical support or basic customer service . Businesses can easily integrate multiple centers in a seamless whole . Even individual household agents can be brought into the network as easily as agents working in traditional environments. The flexibility allows companies to establish more cost effective , and an increasing reliance on home agents has reduced costs as organizations no longer have to commit as much office space.

Software call center is this diverse network of agents manageable by centralizing information . Administrators can monitor agent performance , queue lengths , call times , transfers and a host of other statistics. The network functions much more efficiently than before modern services, and customers are always have to be increasingly rare . Customers are happier . Agents are less stressed. Managers are able to quantify their contribution to the organization. There has been a revolution in the industry, helping entrepreneurs and customers.

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