From the course: Managing a Customer Contact Center

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Key technology developments

Key technology developments

From the course: Managing a Customer Contact Center

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Key technology developments

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- Given the many technologies that support a contact center and the multitude of decisions to be made around suppliers and solutions, many managers throw up their hands and say, hey our IT department does that for us. That's a mistake. Here I'll summarize some of the key technology developments that are empowering contact centers, we'll identify areas of innovation that are having the biggest impact and we'll discuss why it's important that you and others who are a part of the contact center have involvement in your organization's technology direction. What are some of the key trends today? Many stem from developments around how information travels, shared protocols and standards in the communications network have opened up a world of opportunity for contact centers. For example, the contact center can be easily distributed, have multiple sites, and home based agents are common today. Hosted and Cloud based alternatives…

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