No one could have predicted that the invention of the telephone over 100 years ago would result in the call center phenomena of today. That evolution is continuing, with call centers making major moves into the realm of the Internet. So how does this affect inbound call center managers? Along with the daily challenges of managing time and people, call center managers must ensure that their facilities are providing the best service possible for the customer. Being abreast of current technologies as they become available is part of that process. Beginning with an overview of the history of the inbound call center, this series will provide the fundamentals of call center technology and performance measurement techniques. On a personal level, this series will provide valuable insight into the leadership and people management skills required by all successful call center managers. And, with call center technology heading in a new direction with the popularity of the Internet, an introduction to the call centers of the future.