A call center that allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of an agent as each can handle the overflow of the other. In addition, the different types of calls add variety to the day and make the job less boring. See call center.
 | Reproduced with permission from Computer Desktop Encyclopedia. Copyright (c) 1981-2009 The Computer Language Company Inc. All rights reserved. |
Additional Resources
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