Quick question. What’s the most important element of a great customer service call center? Excellent agents, of course! While that is undoubtedly true, it takes a lot more than a wonderful staff of customer service agents for a call center to function properly. One thing that may not be immediately visible, but nonetheless is absolutely essential for any modern call center is technological infrastructure. Or, in other words, the nuts and bolts of the operation.
The world of call center technology can be overwhelming sometimes, especially if you are new to the industry. There is a lot of terminology that you likely will not hear anywhere else, and a lot of unfamiliar acronyms: CRM, IVR, PCI, WFM, DID, VoIP… the list goes on and on. While the basic act of dialing a phone number to reach a customer service agent may seem very simple, there is actually a lot going on behind the scenes to make sure that everything happens smoothly and efficiently.
The next set of Talkamore blog posts will deal with call center technology, and attempt to explain several of its key elements in such a way that the average Joe can understand.
So, let’s get started. Let’s talk tech!
