Call Center Technology - Centerserve Call Center Learning Center

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Call Centers Technology

120 call centers participated in the special technology edition of the 2004 best practices study. Participants provided data on the use of specific technologies to support customer contact. The chart below shows the current usage levels of different technologies by the study participants (note that participants could indicate more than one technology).

Current call centers technology usage level

The Call Center Planning and Design Toolkit offers a look at how call center technology fits in the broader context of call center planning and strategy.

The 2004 Call Center Best Practices Report: Special Technology Edition reveals the latest technology changes in call centers and the effect on call center performance.

Technology Resources

Equipment distributors

Miscellaneous equipment

On hold systems

PBX

Predictive dialers

Reader boards and displays

Register to receive the Learning Center's Tutorials Series for discussions on the latest call center technology and how it is impacting performance and cost.

The book Call Center Technology Demystified is an easy-to-read guide through the maze of call center technologies that offers an in-depth examination of call center technology.