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Call Center Technology Gap Analysis

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Call Center Technology Gap Analysis

Technologie
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Stakeholder Presentation by C Luisa Bracamonte (2012) Recommendations To model Call Center Operations to: •Standardize call delivery technologies (Automatic Call Distributor, Work Force Management, Interactive Voice Response). • Build customer order system (web portal). •Develop an agent training program.

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Call Center Technology Gap Analysis

  • 1. Stakeholder Presentation by C Luisa Bracamonte (2012) Recommendations To model Call Center Operations to: •Standardize call delivery technologies (Automatic Call Distributor, Work Force Management, Interactive Voice Response). • Build customer order system (web portal). •Develop an agent training program.