April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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2.6 Automatic call distribution (ACD) 45
Chapter 2
Summarizing the Benefits
A properly planned and implemented integration of computer and tele-
phone technology can provide several specific benefits to organizations,
including
Providing more timely access to information
Enabling the sharing of current and new information
More effectively communicating and presenting that information
Allowing more timely response to information requests
2.6 Automatic call distribution (ACD)
Automatic call distribution is a function performed by several components—
software and hardware—in a call center. ACD essentially involves taking
incoming calls and moving them ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.