Call Center Technology & Software

Here you’ll find a comprehensive list of the critical and cutting-edge technology call centers, small and large, must have. 

Call Center Technology & Software

  • Telephone network
  • Data network/Internet
  • Automatic call distribution (ACD)
  • IVR – Interactive voice response system
  • Predictive dialer
  • Web-enabling applications: email, chat, collaboration
  • CRM tools for contact management complaint logging
  • Computer-telephone-integration  (CTI) software and hardware
  • Agent performance dashboard
  • Workforce management software
  • Call forecasting software
  • Call recording equipment/ screen capture
  • Data warehouse for data collection

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Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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