Multimedia Professional Communicators For The 21st Century

摘要

Technological advances in telecommunications have revolutionized the ways in which telephone calls are processed, therefore, new system architecture has reduced the percentage of agent-handled calls. Regardless, there is still, and always will be, a need for well-trained agents. One of the main reasons for this need is the increased competition in the telephone industry today. Each call center is striving to excel in the service image arena by providing the best possible service at the lowest cost, and the telephone agent plays an integral part in achieving that objective.