Out with the Call Flow — In With the Workflow

I started working with contact centers long before we called them that. Early in my career, we used the nerdy, yet technically accurate phrase, automatic call distribution (ACD). However, that wasn’t something you wanted to ever say in front of your customers, so the term call center was invented. While call center didn’t exactly describe what was happening in terms of call processing and agent queuing, it was an easy way to encapsulate the notion of a place you called when you needed to speak with a customer service representative.

In my latest article for No Jitter, I write about how the call flow has evolved into the much more powerful workflow.  This is life changing stuff, people, and you had better pay close attention.

Once a Call Flow, Now a Workflow

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