Call centres are an increasingly important part of today's business world, employing millions of agents around the world and serving as a primary channel for handling customers for companies in many different industries. Call centres have been a fertile area for operations management researchers in many fields.
Call centres are defined as: integrated systems of people, processes, technologies and strategies, which allow access to information, resources and expertise through appropriate communication channels that enable interaction that creates value for both the customer and the organisation.
Speech recognition software to allow computers to handle the first level of customer support.
Text recognition and natural language processing software to allow improved customer handling.
Staff training through automatic adjustment of best practices from previous interactions.
Automation support and many other technologies to improve customer service representatives' productivity and customer satisfaction.
Call centre staff and supervisors, customer service teams, and anyone interested in customer relationship management.
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