Thumbnail
Access Restriction
Open

Author Whitt, Ward
Source CiteSeerX
Content type Text
File Format PDF
Language English
Subject Domain (in DDC) Computer science, information & general works ♦ Data processing & computer science
Subject Keyword Elaborate Information-and-communication-technology ♦ Private Branch Exchange ♦ Stochastic Model ♦ Service Provider ♦ Personal Computer ♦ Rapid Growth ♦ General Interface ♦ Interactive Voice Response ♦ Research Direction ♦ Automatic Call Distributor ♦ Service Rep ♦ Classic Call Center ♦ Contact Center ♦ Classical Contact Center ♦ Customer Contact Center ♦ Assorted Database ♦ Call Center ♦ Service Representative
Description A (customer) contact center is a collection of resources providing an interface between a service provider and its customers. The classical contact center is a call center, containing a collection of service representatives (reps) who talk to customers over the telephone. In a call center, the service reps are supported by quite elaborate information-and-communication-technology (ICT) equipment, such as a private branch exchange (PBX), an interactive voice response (IVR) unit, an automatic call distributor (ACD), a personal computer (PC) and assorted databases. With the rapid growth of e-commerce, contact between the service provider and its customers if often made via e-mail or the Internet instead of by telephone. Thus the general interface between a service provider and its customers is now often called a contact center. The design and management of contact centers is important, and worthy of research, because contact centers comprise a large, growing part of the economy and because they are quite complicated. Classic call centers are complicated because
Educational Role Student ♦ Teacher
Age Range above 22 year
Educational Use Research
Education Level UG and PG ♦ Career/Technical Study
Learning Resource Type Article
Publisher Date 2002-01-01
Publisher Institution February 2005a. URL: http://www.columbia.edu/˜ww2040/submissionREV.pdf