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Technology
Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
These include ;
• ACW (After call work)
• ACD (automatic call distribution)
- In telephony, an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system.
• Agent performance analytics
• Automated surveys
-are used to gain customer feedback through the internet and via the telephone. Automated surveys are particularly used for customer research purposes in call centre for customer relationship management and performance management purposes. They are also used for market research and job satisfaction surveys.......

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Approximate Word Count: 1660
Approximate Pages: 7 (250 words per double-spaced page)

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