What does Computer Telephone Integration (CTI) improve in a support center?

Computer Telephone Integration (CTI) significantly enhances call handling efficiency and accuracy in a support center. CTI combines computer systems with telephone technology to streamline communication processes. This integration allows support staff to manage calls more effectively, as it can provide them with instant access to customer information and related data as the call comes in.

With CTI, when a customer calls, the system can automatically display relevant information such as previous interactions, account details, and even the reason for the call. This immediate availability of information enables support personnel to resolve issues more quickly and accurately, reducing the time spent searching for information. Furthermore, CTI can facilitate features like automatic call routing, ensuring that customers are directed to the most appropriate agent for their needs, which also speeds up the resolution process and enhances the overall customer experience.

This improvement in efficiency and accuracy directly contributes to better service delivery in support centers, making it a crucial component in the operational workflow of customer support. In contrast, the other options focus on separate areas such as feedback collection, training, or cost management, which, while important, do not specifically relate to the core benefits of CTI in optimizing call handling processes.