Ask the Expert

Call center management package and workflow information

What do you think are the essential features of a call center mgmt. package and where can we get complete call center workflow information?

    Requires Free Membership to View

That's a big question in so short a sentence! Let's start with the easier of the two. My suggestion for finding call center workflow information is to contact a reputable vendor of these products. Three that I recommend are Aspect, IEX, and Blue Pumpkin

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 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

There are Comments. Add yours.

TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: