2.9 Summary

2.9 Summary

This chapter has provided a detailed description of several important call center technologies, the features and services they provide, and the benefits they offer to call center operations. One thing that stands out about technology is that it is in a constant stage of transition, and today's advanced technology may be passé tomorrow. For call center developers and mangers, it is important to maintain an open mind on technology and to be always ready to examine, evaluate, and implement appropriate technologies that will assist in meeting call center and corporate CRM strategies.