Design and Implementation of a Call Center and its Evolution to a Contact Center

Authors

  • Eng. Luis Enrique Conde del Oso Especialista Principal, Gerencia de Planeamiento Estratégico, DDAR, ETECSA Author

Keywords:

Call Center, Contact Center, Intelligent Network Platform, Officers, Supervisor, IN Services, Erlang C Model

Abstract

The evolution of technological advance has impacted on the development of the Call Centers platforms that have achieved remarkable efficiency in their operation and increase in these services preference. The author developes this subject based on a Call Center design and its implementation according to the services supplied, the service levels to be accomplished and the advantages of the evolution to the Contact Center.

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Published

05-12-2005

Issue

Vol. 2 No. 3 (2005): Everywhere

Section

Research Articles

How to Cite

Design and Implementation of a Call Center and its Evolution to a Contact Center. (2005). Tono, Revista Técnica De La Empresa De Telecomunicaciones De Cuba S.A, 2(3), 30-34. http://www.revistatono.etecsa.cu/tono/article/view/47