Five Call Center Technologies No One Foresaw 30 Years Ago

摘要

When Customer Interaction Solutions was first launched by TMC in 1982, the term call center was pretty narrow. For starters, as its name implied, all it handled was telephone calls. Large and awkward call distribution systems built rudimentary and hard-to-manage call queues, and uncomfortable agents in a boiler room setting spent their days making and taking calls, relying on little but lists, index cards and graph paper for customer information that would help "warm" the calls.