Technology Optimization Part 7: Computer Telephony Integration
Lori Bocklund
The National Association of Call Centers | Volume 4, Issue 13, June 26, 2009
Computer Telephony Integration (often equated to "screen pops") has long been on
every center's wish list, promising to shave seconds off every call and improve
customer service. For many, it has been the elusive technology they could never afford.
For others, it's the investment that fell short on benefits and long on costs. If we take a look at why, I think you will learn some things that help you get more out of what you
have, or what you are planning for, to drive both savings and improved service.
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