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Content posted in January 2000
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Train Without Pain: The Benefits of Computer-Based Training Tools
News & Analysis  
1/1/2000   Post a comment
You can train new agents at their desktops quickly and effectively with the right software. Here's a look at computer-based training tools worth considering for your call center.
Kana Communications' Kana 4
News & Analysis  
1/1/2000   Post a comment
A software suite that lets you manage your call center's response to customers' e-mail messages and on-line forms.
Contracting With Carriers: Buyer Beware
News & Analysis  
1/1/2000   Post a comment
Negotiating service agreements with telecommunications carriers is a precarious undertaking.
The Bare Switch Project
News & Analysis  
1/1/2000   Post a comment
12 years ago, our CT ancestors ventured into the open communications wilderness. We discovered the original manuscripts: SCAI, ASAI, ACT, CSTA, and OAI to name a few. Nearby, Internet sorcerers cackled. A winged sow stood in the corner and awaited its destiny.
Voice Over DSL is Coming
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1/1/2000   Post a comment
Here's what the future looks like.
eGain Communications' eGain Live 3.0
News & Analysis  
1/1/2000   Post a comment
eGain Live 3.0 from eGain Communications (Sunnyvale, CA) enables visitors to your Web site to contact agents and conduct live onscreen chat sessions with them.
Arrogant or Stupid?
News & Analysis  
1/1/2000   Post a comment
Personality flaws can limit CommFusion success.
InfoInteractive's Internet Call Manager
News & Analysis  
1/1/2000   Post a comment
Lets you manage incoming calls while you're on a dialup Net connection and gives you web-based voicemail.
The Right Calling for Telecom Companies
News & Analysis  
1/1/2000   Post a comment
Here's how phone companies apply their telecom expertise to managing efficient and effective call centers.
Train Without Pain: The Benefits of Computer-Based Training Tools
News & Analysis  
1/1/2000   Post a comment
You can train new agents at their desktops quickly and effectively with the right software. Here's a look at computer-based training tools worth considering for your call center.
The Honor of Your Presence is Requested
News & Analysis  
1/1/2000   Post a comment
So much time and effort goes into the design of an attendance policy, but the policy itself is just a piece of paper. Here's how to implement an attendance management system that successfully promotes order, fairness and productivity within your center.
Netdialog's Netdialog Release 2.5
News & Analysis  
1/1/2000   Post a comment
netDialog's (San Mateo, CA) netDialog Release 2.5 is software that lets customers consult an on-line knowledge base and enables them to reach live agents from your Web site. Agents view information about customers from a Web browser, as shown here, and they can also see when specific customers visit your site.
Soft-Switching and Public Network Integration
News & Analysis  
1/1/2000   Post a comment
IP to the left of them, legacy to the right, today’s carriers are looking for ways to bring competitive services to market quickly and inexpensively in a hybrid network environment. Here’s a look at a new kind of switch that could help navigate the divide.
Small Office CT: High Performance, Low Pain Threshold
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1/1/2000   Post a comment
CT presents a broad range of cost-effective solutions for small- and medium-sized offices. Here's all the latest on micro-PBX's, communication servers, messaging, and small office VoIP.
A Convergence Box for SOHO's
News & Analysis  
1/1/2000   Post a comment
Pivotal's Stargazer 1800 ISDN VoIP Router.
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