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Content posted in April 1999
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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.
Utility Call Centers: Gaining a Competitive Edge
News & Analysis  
4/1/1999   Post a comment
Whether dealing with power outages or billing complaints, call centers in the utility industry must stay up-to-date on the latest trends when it comes to customer service. Deregulation now gives customers a choice of service. The calls centers we talked to are implementing the latest in call center technology and excellent customer service strategies to keep customers from changing service providers.
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.
Teknekron Infoswitch's AutoQuality 3.1
News & Analysis  
4/1/1999   Post a comment
Record and archive agents' phone calls and the screens that correspond to them
Staffing Trends
News & Analysis  
4/1/1999   Post a comment
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.
Telephone Techniques
News & Analysis  
4/1/1999   Post a comment
The Best of Computer Telephony Expo Spring 99
News & Analysis  
4/1/1999   Post a comment
Call center vendors were out in full force this year at CT Expo Spring in LA. In addition to learning about new partnerships and call center customers, we saw some great new product demos. Here's the best of what we saw.
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.
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