call center - contact acds

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Skill Set Scheduling

White Paper Some ACDs are able to intelligently route these diverse calls to multi-skilled agents. Today's call center environments are becoming increasingly complex by handling multi-lingual calls,... [09 Mar 2004]

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call center - contact, management system, agents, multi

Call Center Technology Solutions: Darwinian Call Centers

White Paper The technology changes as new ACDs, IVR and other CTI advancements came into the market. Modern call centers are places of continuous change. A high turnover of people, and new agents are recruited... [25 Feb 2004]