Stumbling around YouTube I came across this film from the early days of the call centre and Automatic Call Distributor (ACD) – 1977.
Despite its age and the quaint acting, it’s surprising how familiar the 70s Datapoint ACD is to contemporary contact centres. The emphasis on agent support and management information continues to be at the heart of efficient, effective Customer Experience (CX). The contact centre should recognise that we can continue to add contact channels plus ca change plus c’est la meme chose.