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What are apps used for? For example, Word, Excel and others. I am looking for the apps most commonly used in a call center environment.

Apps or applications are software programs that have been developed to carry out specific operations. Here are some examples of commonly used apps on a day to day basis by many people:

  • Word: A common word processing application and is part of the Microsoft Office suite of applications. It is commonly used to prepare word or text documents, such as letters, documents, reports, etc.

  • Excel: A common spreadsheet utility used for processing and analyzing data. A large number of operations can be carried out by Excel (and other spreadsheet programs) such as calculations, graphs, and tables, among others. This is also part of Microsoft Office.

  • Adobe Acrobat: A document processing suit used for pdf (portable document format) documents. Such format is commonly used for reports, theses, etc.; basically in any situation where we do not want the formatting of the original document to change.

Some other commonly used apps include music apps (playing, editing, etc.) and gaming apps.


In a call center environment, the employees will use apps for call management (so that incoming calls can be better managed), servicing applications (to answer customers, file reports/issues, etc.), outbound call management (to facilitate easy calling to customers), call recording apps (for quality management and record purposes), automated voice service (for handling the calls and providing basic information while the customer waits), and employee management apps (for managing employee records), etc. 


Hope this helps. 

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