by Mike Wille | Jan 25, 2018
Outsourced call centers became more and more prominent as technology and costs continued to improve. The 1990’s and 2000’s saw an enormous shift of call center work overseas to developing countries who could compete for far more competitive wages.
by Mike Wille | Jan 25, 1992
As the name suggests, computer telephony integration allows computers to integrate with phones. Rather than relying on a Rolodex to track customer information, software could be used far more efficiently. These early solutions were the forerunners to modern CRM...
by Mike Wille | Jan 25, 1991
Call centers continued to flourish and became so prevalent that backlash from consumers prompted Congress to pass the Telephone Consumer Protection Act (TCPA). This new legislation put limits on the number of calls that could be made by agents. The TCPA also mandated...
by Mike Wille | Jan 25, 1983
The term “Call Center” was first coined by the communications trade publication Data Communications.
by Mike Wille | Jan 17, 1977
