Page 149 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management Ashwani Panesar, Lovely Professional University

Notes Unit 6: Technology for Customer Relations

CONTENTS
Objectives
Introduction
6.1 Contact Centre Technology
6.1.1 Contact or Call Centre
6.1.2 Future Prospects
6.2 CRM Technologies for Contact/Call Centre Infrastructure
6.2.1 Call Centre to Contact Centre
6.3 Front Office Management Technology
6.4 Summary
6.5 Keywords
6.6 Review Questions
6.7 Further Readings

Objectives

After studying this unit, you will be able to:

 Explore about the evolution of contact centres/call centres
 Describe what is a contact/call centre?
 Determine the technologies for contact/call centre infrastructure
 Identify the meaning and appliance of call centre to contact centre

 Know what is front desk management technology

Introduction

No company operates in a vacuum, devoid of contact with customers or the general public. If
you have the need to communicate with others outside of your company (who doesn’t?), then
you are a prime candidate for developing or using a contact centre. Heck, you may already have
a contact centre and not even know it!

This unit introduces you to contact centres—what they are and how they benefit customers and
companies. You’ll even discover some of the traits that distinguish a good contact centre from a
bad one. By the end of the unit you should have a good grasp of how good management, sound
skills, and great technology can help make a good contact centre into a great one.
How did the evolution of contact centres/call centres happened? The answer lies within the
points and observations stated below.
 Customers need the comfort of a central point of contact.

 Growth in the industry, because the customer can contact by any means, from any place, at
any time.
 The customers can easily obtain information.

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