Software might be the key element of a call center, but it’s not the only thing to think about – for starters, your operation might want to consider a few hardware components. You might need headsets, as well as desk phones. Even desk phones aren’t a must, however, if you’re interested in using their software alternative, softphones.
In addition to using call center software for connecting, monitoring and improving communications, you might consider integrating other software into your call center. You may need troubleshooting software for employees to report any bugs, and to follow up on issues with your tech team. The project management tool Jira is a popular option among most software developers.
You may want to use gamification or performance management software to motivate staff, and to track employee growth and performance. Finally, you may want to directly integrate CRM software with your call center software so you can better serve customers. Many software programs and functionalities can work together seamlessly using third party integrations and unified communications, though you’ll have to check with your specific call center provider to make sure they support the exact service you’re interested in connecting.