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Article: Simulation: The best way to design your call center

Article from:
Telemarketing & Call Center Solutions
Article date:
November 1, 1997
Author:
Copyright

Call center managers and planners have a much more difficult job today than in times past. With far more products and services being specially created, marketed, sold and supported than ever before, call centers struggle to deliver different service levels to different types of callers with different needs and issues. Today's phone switches provide great flexibility in determining how calls are routed and queued, but at the same time make planning and analysis even more difficult by making it possible to link multiple centers easily, prioritize certain calls, access agents with different skill sets and customize call routing logic. In addition, call center requirements such as call ...

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