Now, on to your far more difficult question about the essential features of a call center management package. Unfortunately, that question is nearly impossible to answer because once you get beyond the most basic function of a call center (routing and queuing calls), essential features are completely dependent on the organization and the customer base the call center serves. What is essential for company A is often superfluous to company B. Meanwhile company C falls somewhere in the middle.
To attempt to discuss the wide range of what may be essential to the even wider range of needs in the marketplace would require a response that would make War and Peace look like a short story. If you'd like to discuss your company and your specific needs, please contact me directly at firstname.lastname@example.org and I'd be happy to provide more specific information for your situation.
For more information, check out searchCRM's Call Center/Customer Interaction Center Best Web Links.
This was first published in May 2001