Customer Call Centres are a key contact point for many organisations. A constant challenge for Call Centre managers is to manage the large volume of calls using modern computerised telephone technology (CTI) to direct callers through to the right operator, or resolve them in other effective ways. This all has to be achieved within customer service KPIs.
New technology is being developed all the time. For one of our clients, they were faced with the decision of whether or not to implement a new technology that essentially changes the way they manage their calls within unknown impacts. How do they know it will work without just trying it?