Call Center Operation

54 2.7 The Internet in the call center

2.7 The Internet in the call center

A discussion of networks in the call center would not be complete without

mentioning the significance and dramatic growth of the largest and most

extensive network in the world—the Internet—which is available to the

public and becoming increasingly important to the business community. It

is hard to grasp how the Internet became so important to business in such a

short time, and how dramatically it has changed many of the rules of con-

ducting business. It has provided alternatives for how to work, where to

work, how to communicate, how to keep informed, and how to communi-

cate ...