Impact of Call Center Technology

How new call center technologies impact people and processes.

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Technology changes faster than almost anyone can keep up with; and the call center is one place where it seems that all the technological advances are converging.

Companies must let customers contact them when and how they want and still expect the best possible response to their needs. A customer-centric management approach along with offering customers the multimedia options of self-help, interactive voice response, or IVR, Web chat, e-mail and voice have transformed the customer interaction center into a corporate powerhouse for information exchange.

William ‘Bill’ Hill is director of the Customer Interaction Center Practice at LTC International Inc. in Richardson.

Donna Turnpenny is senior operations architect.