Guide to Call Centre Technology


Technology Category

Click on the link below for our most recent technology stories

www.callcentrehelper.com/technology

a-z-guideReference Guides

Each of these guides is a living collaborative guide, authored and edited by a panel of leading industry experts.

Workforce Management Reference Guide
Call Recording and Speech Analytics Reference Guide
Outbound Dialling Reference Guide

coloured-directoryDirectory

For help selecting software and technology in you call centre why not try our directory.  This shows the key companies operating in the call centre and contact centre industry in the UK.

www.callcentrehelper.com/directory

Buying guides

We asked our panel of experts what they consider to be the ‘must haves’ for what to look for when buying…

General

buying-guide


What to look for when buying – headsets
What to look for when buying – a contact centre desktop application
What to look for when buying – customer self service
What to look for when buying – on-hold music and/or messaging
What to look for when buying – Unified Communications
What to look for when buying – a performance management tool
What to look for when buying e-learning technology

Cloud vs Hosted

What to look for when buying a cloud-based contact centre?
What to look for when buying – a hosted call centre solution

Workforce management technology

What to look for when buying workforce management technology
What to look for when buying a hosted workforce management system?
What to look for when buying – A Workforce Optimisation Solution

Speech analytics

What to look for when buying speech analytics
What to look for when buying – speech analytics software
What to look for when buying a speech analytics solution

Voice

What to look for when buying – interactive voice response systems
What to look for when buying voice over IP (VoIP)
What to look for when buying speech recognition technology

Dialler

What to look for when buying a dialler
What to look for when buying: predictive diallers
What to look for when buying – a responsible outbound dialling solution

ACD

What to look for when buying – an ACD
Top tips for purchasing an ACD

Check lists

checklist


Call centre technology checklist: quality monitoring
Call centre technology checklist: SMS

So who would you have on your top ten?  Please add your thoughts (No advertising).

Published On: 29th Jul 2009 - Last modified: 8th May 2018
Read more about - Technology


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