Top 10 changes over
past two years
The ten most important changes over the past two
years as reported by participants (in order of importance) were:
1.
upgraded or replaced the switch or ACD applications
2.
web-enabled the call center
3.
developed or upgraded agent desktop and contact management applications
4.
implemented or upgraded voice response applications (VRU/IVR)
5.
implemented customer relationship management (CRM) strategies, processes and tools
6.
implemented computer-telephone integration (CTI)
7.
added tools for email and multimedia management
8.
implemented quality monitoring processes and tools
9.
added or upgraded workforce management tools
10.
upgraded
overall PC and computer systems infrastructure
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Changes with greatest positive
impact on customer service
The top technology changes that had the greatest
positive impact on customer service were:
1.
switch and ACD upgrades or replacements
2.
desktop and contact management applications
3.
web-enabled call center and Internet functionality
4.
email and multimedia management applications
5.
voice response applications
6.
quality monitoring
7.
customer relationship management processes
8.
knowledge-based applications
Changes with greatest impact on call
center efficiency
Participants listed those technologies that had
the greatest impact on call center efficiency. In rank order, they include:
1.
switch and ACD upgrades or replacements
2.
desktop and contact management applications
3.
computer-telephone integration (CTI) applications
4.
voice response applications
5.
web-enabled and Internet functionality
6.
customer relationship management processes
7.
email and multimedia management
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