5Using Technology Effectively
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.
CALL CENTER TECHNOLOGY
While many call centers are similar; they are also unique. Depending on your industry, culture, management philosophy, ...