5Using Technology Effectively


Learning Objectives

By the end of this chapter, you should be able to:

• Describe the trend in equipment development for the industry

• Discuss the various methods of measuring call center productivity.

• Describe a variety of technologies used to deliver customer service in a call center.

• Effectively provide service using telephones, facsimile machines, e-mail, and voice mail.

We think we invent technology, but technology also invents us.

Richard FarsonManagement of the Absurd


While many call centers are similar; they are also unique. Depending on your industry, culture, management philosophy, ...

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