Do not introduce multiple technology platforms at one time. Introduce technology that is simple to utilize and is valuable to agents and management Be certain that management constantly uses the programs that they have developed and implemented. If management doesn't use those programs, their agents will not. Do not let the agents' initial concerns about the benefits of new technology weigh heavily on your decision to implement it. It is safe to say that in the next 10 years, technology will continue to improve call center operations.
Agents use predictive dialers to block-out answering machines and increase dials per hour.
This first level of new technology has provided the foundation for the modern call center. Managers can no longer hire supervisors and agents who simply have good telephone personalities and sales skills. Hiring well-rounded employees who embrace technology is a requirement for call centers worldwide. I define technology offshoots as any simple building block upon existing technology that helps call center employees operate at a maximum. They are basic, technology-related programs agents can use within their daily routines to better performance that are relatively low in cost for management to implement.