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Article: Call centres offer better reception Roger Trapp looks at a product that aims to make technology's `satanic mills' more human
- Article from:
- The Independent (London, England)
- Article date:
- November 14, 1999
- Author:
CopyrightCopyright 1999 The Independent - London. Provided by ProQuest LLC. (Hide copyright information)
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Few developments in modern business have attracted the same
opprobrium as call centres. Often derided by those using them for
failing to deliver the promised service, and despised by commentators
and those working in them as the late 20th-century equivalents of the
Victorians' dark satanic mills, they are seen as typifying the
depersonalisation of business.
But though information technology has been blamed for making call
centres what they are, it seems technology also has the power to turn
that image round. Thanks to developments in what is known as
"computer telephony integration" (CTI), managers have an opportunity
to make the centres better places in which to work as well as more ...