Call Center Software

Call center software is any software package designed to improve quality, efficiency, or productivity in a call center environment.

Inbound call centers benefit from software such as Automatic Call Distributors (ACD) and Interactive Voice Response (IVR) Software.

Outbound call centers gain more advantage from applications like Predictive Dialer Software.

Both types of call centers are able to make good use of Computer Telephony Software and Customer Relationship Management (CRM) Software.

Automatic Call Distributors (ACD)

Automatic Call Distributors evenly distribute incoming calls to all available customer service reps.

Interactive Voice Response (IVR) Software

Interactive Voice Response systems enable call centers to automate the collection of basic data from callers and can eliminate the need for a customer service representative on many routine calls.

Predictive Dialer Software

Predictive dialers can enable outbound telemarketers to be much more efficient with their time.

Computer Telephony Software

Computer telephony software integrates phone and computer systems to provide better customer service while concurrently reducing call times.

Customer Relationship Management (CRM) Software

CRM software enables seamless end-to-end customer support across your entire enterprise.

Books on Call Center Software

A Practical Guide to Call Center Technology shows you:

How to choose the best call center tools and systems
How to get the most out of Automatic Call Distributors (ACDs) and other complex systems in order to boost customer satisfaction and increase sales
Includes three ready to use RFPs (Request For Proposals) for buying an ACD, computer telephony system, or recording and analysis solution

Phone calls and emails from customers are not just "events"; they are significant milestones in customer relationships. A Practical Guide to Call Center Technology presents a roadmap showing you how to significantly improve customer relationships - whether via phone, mail, fax, email, or Web - by making the best use of call center technology. You will discover how to navigate the business, technical, and financial issues in building and managing a customer contact center. The book shows you how to foster enhanced customer satisfaction at a reasonable cost, and how to make the call center an engine of business growth by using technology to up-sell and generate new revenues from existing customers. No other book provides such practical, in-depth information on managing a call center's technology and workflow. Key topics include staffing, network basics, ACDs; disaster recovery, data gathering and reporting, customer experience mapping and management, CRM, and much more.

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