Call Center Technology Jobs, Employment

Campaign management system: Outbound call center organizations require a campaign management system (CMS) to let the dialer know whom to contact, or to produce a list of phone numbers or email contacts. A more sophisticated CMS will allow agents to record how each customer has responded to a given campaign.

A CRM application/call center servicing application is the second most important technology in call centers. Agents use the servicing application to respond to customers with an understanding of their relationship and value to the enterprise. Call center agents also use the servicing application to document customer issues or requests and steps that were taken to address those issues. This creates a record of interactions that can be accessed the next time the customer reaches out for help.