Download
1 / 16
E N D
AGENDA • Welcome • OBJECTIVE • Presentation • FORUM
Objective: By the end of the lesson, students will be able to handle the vocabulary related to technology, in order to put it into practice when studying and using technological devices both in daily life and in the Call Center area, by the realization of practices and exercises during the class.
TECHNOLOGY! Technology is the sum of any techniques, skills, methods, and processes used in the production of goods or services or in the accomplishment of objectives, such as scientific investigation. Technology can be the knowledge of techniques, processes, and the like, or it can be embedded in machines to allow for operation without detailed knowledge of their workings. Also, technology is, the application of scientific knowledge to the practical aims of human life or, as it is sometimes phrased, to the change and manipulation of the human environment.
WHY TECHNOLOGY IS IMPORTANT Technology brings skills, knowledge, process, technique, and tools together for solving problems of human beings, making their life secure and easier. Why technology is important today is because technology is driving the world and making the world better. Technology helps us to reduce the time required to do daily work. Like, we can order food online by using apps on mobile phones. It is one of the great things that no human being can’t live without it. It is becoming an integral part of human being life.
Why Technology is important in Education: Advancement happening in the education system is outstanding. If we compare our education system from the 19th century to the 21st century, the results are hilarious. In ancient times, people were using ink made by plants and using a brush made by animals’ hair. By using this, they make paintings. With time, changes are made. In the 19th century, the education system starts with ink, paper, blackboard, chalk, slate, and pencil. Human being uses this material for writing and painting on the notebooks.
But in 21 century, the educational system is more advance. We are now using mobile, laptops, tablets, and projectors instead as study materials. Holographic display is the next advancement in the coming years. In this COVID situation, online classrooms are the latest example of advancement. Students can easily access all kinds of information very easily from google. Various platforms are there especially for providing knowledge to the students. Such as Biju’s, Vedantu, Whitehat Jr &, etc. Students can also make their websites by taking the best hosting from various sources.
Reasons shows the importance of technology in the education system. • Help to improve the learning experience. • It helps to improve the relation between student and teacher digitally. • Students can learn new things with help of it. • Helps to increase the knowledge retention rate. • It helps to keep students engaged with education.
History of call center technology The earliest commercial use of a call center dates back as far as 1957. Time Inc. increased sales of LIFE magazine from a call center based in New Jersey. Not long after, companies from coast to coast adopted the concept of a call center to drive sales. Call centers weren’t always a standard solution for a customer service team or a sales floor. A new piece of hardware exploded in the marketplace. It was the Private Branch Exchange (PBX). Since phone lines for each employee were costly, it was attractive to most companies. PBXs achieved telephone connectivity by channeling all calls in an office through a few business phone numbers. From there, the PBXs are trunked into the telephone network by way of ISDNs and PRIs into the Public Switched Telephone Network (PSTN). Fast forward to the 21st century. Consumers and businesses wanted an alternative to their local phone provider. Calls outside of a local area resulted in long-distance charges on an ever-increasing phone bill. Companies needed more advanced calling capabilities and lower costs.
WHAT TECHNOLOGIES DO CALL CENTERS USE? Modern call centers rely on many technologies to direct calls to agents. As more employees work remotely, these modern call center technologies prove their value many times over. Many call centers use a mix of the following technologies: PBX A PBX is an internal business phone system with multiple phones that share the same network. In the past, these would be installed on-site. Legacy contact center solutions might still use these but are often upgraded to a virtual or hosted PBX instead of on-prem solutions.
VoIP VoIP has become the standard for commercial phone service over the last several years. Most workplaces opt for VoIP over traditional phone lines. Employees can use desk phones or download an app to their computers or smartphones for more flexibility. SIP trunking For offices that aren’t quite ready for an upgrade, they can lower costs with SIP trunking. Session Initiation Protocol (SIP) trunks offer multi-channel calling through an existing internet connection. It’s a VoIP phone service but made for an office PBX. Screen pop When agents receive an inbound call, they see a window with account details. Screen pops show the person's name, past interactions, account value, sentiment, and more. The intelligence is based on caller ID, which is cross-referenced with the CRM.
CRM Almost every business stores customer data into a Customer Relationship Management (CRM) system. Call centers provide their teams a CRM to store all their customer interactions. CRMs are often the lifeblood of any business operation to keep track of the customer journey. You don't have to go with the most well-known CRM tool like Salesforce. Hone in your CRM picks to one that serves your needs for a few years from now. Call queuing When demand increases, people will call and wait in line to speak to an agent. This call center technology is known as a call queue. Call queues inform callers about their estimated wait time, position, and relevant announcements. If the hold time exceeds a certain threshold, you can even make use of the callback feature. Modern call center systems offer this functionality but might limit the number of calls in queue.
Queue callback Time is the most precious resource people have. Companies can use their call center software to save customers time. With a callback feature, the phone system holds their place in line and calls them when an agent is ready. Most landline-based contact center solutions simply can't do this. This feature is super convenient and alleviates the stress of long hold times. Call analytics Behind every call center is actionable business analytics to measure performance. Managers can forecast call volume, call metrics, and route calls based on real data. Call center analytics enables companies to provide workforce management, and predictive insights that improve the customer experience. Today’s tools uncover trends via natural language and speech analytics.
Call recording Call centers used to recorded phone calls through cassette tapes, which had a host of issues. Call centers today now record calls from a cloud PBX, eliminating bulky equipment. Supervisors can listen to recorded calls and live calls in real-time. VoIP softphones Businesses that want to have their employees take calls from home often do it is with a VoIP softphone. A VoIP softphone lets your team take calls on their computer or smartphone. Cloud contact centers offer softphone functionality usually at an extra cost. These call center technologies work together to lower costs without sacrificing functionality. They even help companies deliver a better customer experience.
QUESTIONS! In your own words, why is technology important to humans in general? How does technology help in the Call Center area? Write your answers in the forum section!
