automated workforce management software to complement their Automatic Call Distribution systems. Another option for maximizing agent productivity is to mix inbound and outbound calling in one center. Wall Mount Display A wall-mounted display of Call Center volume and agent performance can also serve as a motivator for agents. Mounted in positions of high visibility, displays can be used to scroll 90 - The Telecom Handbook CHAPTER 4 information about incoming/outgoing call volumes, agents on line, average time to answer, etc. These displays serve as a rein- forcer to agents, and provide valuable information for supervisors when they are away from their desks. Screen Pops Screen Pops can shave seconds from many if not all calls. Using a computer-to-PBX/ACD interface, Screen Pop brings the caller profile to the agent at the same time a call arrives. This saves the agent from having to ask for the caller's name, account number or other relevant information, keying in a data request and waiting for the screen to appear. Some systems use ANI (automatic number identification of the calling number) to initiate the database inquiry and screen transfer, while others use an IVR (Interactive Voice Response System) to ask the caller to input identifying information that will in turn be used for database access and a screen transfer. Fax Server Routine requests for information can frequently be handled by a fax server. Order confirmation and general in- formation can be provided very quickly with integrated fax response functionality. These features give the caller an element of control over the way the call is handled. By using automation to eliminate the ambiguity and frustration of long hold times, Call Centers can increase customer satisfaction without increasing staffing levels. Perspective There is more to designing and managing a Call Center than selecting and implementing appropriate features. Consideration must be given to the context of the center: The Telecom Handbook 30 91 THE ACD 1. How it relates to other units w