E-fulfillment White Papers

Integrating Call Centers and the Web

• Tags:
• e-fulfillment,
• stores,
• computers,
• centers

Overview The modern call center is a child of computerization. Not in the sense that computers are necessary to enable call centers to operate, but that call centers are only necessary because of computers.

Centralized data processing was one of the innovations that made it possible for retailing to expand beyond local “Main Street” stores into enormous national and international chains of retail outlets. The cycle fed on itself – computerized records allowed retailers to scale beyond the “ledger books and filing cabinets” operation of independent local stores, and the more they grew and the more customers they had, the more they needed computers to keep track of them.

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