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Content posted in April 1999
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Molloy Group's Internet Knowledge Kiosk 1.3
News & Analysis  
4/1/1999   Post a comment
Internet Knowledge Kiosk enables Web surfers to change the info they provide during any stage of a dialog, which is helpful if they learn new details about their problems, such as the meaning of a formerly obscure error message.
GWI Software's Collaborative Front Office Suite
News & Analysis  
4/1/1999   Post a comment
Collaborative Front Office Suite is a Lotus Notes-based suite of applications for small and medium-sized companies. The suite includes sales, customer service, problem resolution and internal help desk modules.
Workforce Management Systems Respond to Challenges With MoreSophisticated Products
News & Analysis  
4/1/1999   Post a comment
Accurately forecasting call volume and scheduling the right number of agents to consistently meet service levels is no easy task. Here's how workforce management systems save you time, make it easy for you to create flexible schedules and even incorporate agent skills into the mix.
Con Edison Consolidates its Call Centers and Goes Virtual
News & Analysis  
4/1/1999   Post a comment
Con Edison of New York continually strives to find the most efficient ways to handle more than eight million calls each year. Here's what one of the biggest utility companies in the US is doing to improve efficiency and help customers help themselves.
Disaster Recovery and Year 2000 Testing
News & Analysis  
4/1/1999   Post a comment
Power losses aren't the only problems that can disable your call center. A natural catastrophe, like a flood, earthquake or fire, can put your call center out of operation for days or weeks. A number of companies provide temporary backup locations and services you can use in case of a disaster.
Navigating Europe for Locations
News & Analysis  
4/1/1999   Post a comment
As this region of 370 million people transitions into a single currency, Europe's economy may be slowing down - but not fast enough to overcome agent and rep shortages. When exploring the waters for a European call center location, here's what you need to know.
Putting Your Customers in the Spotlight
News & Analysis  
4/1/1999   Post a comment
Customer data management software illuminates the relationship between your company and your customers. Here's what to keep in mind before implementing these new types of software packages in your call center and throughout the rest of your company.
Locating in Germany
News & Analysis  
4/1/1999   Post a comment
If you're looking for a not-quite-obvious European call center location, Germany is worth investigating.
CTExpoSpring99
News & Analysis  
4/1/1999   Post a comment
What we liked at the Show
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