About Call Centre Technology
Information resource for the Call and Contact Centre Manager with the intention of improving customer service via effective Agent Monitoring and Management. Additional material is provided on Outsourced Call Centre Technologies.
A call or contact centre can be described as the centralized customer
service location of an enterprise or organization. The call centre
either initiates contact by making outbound calls to current or
prospective customers or receives and answers incoming calls. The
provision of customer care and support is the main concern of call
centres, though other business activities such as sales and marketing,
plus technical support and helplines are also provided.