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Content posted in September 1999
<<   <   Page 28 / 28
SANE SOLUTIONS' NETTRACKER FOR WEB SITE TRAFFIC REPORTING
News & Analysis  
9/1/1999   Post a comment
NetTracker 4.0 tells you who's visiting your site
BLUE PUMPKIN'S PRIMETIME 2.0
News & Analysis  
9/1/1999   Post a comment
A review of this workforce management system.
BLUE PUMPKIN'S PRIMETIME 2.0
News & Analysis  
9/1/1999   Post a comment
A review of this workforce management system.
HEWLETT-PACKARD'S FRONT OFFICE
News & Analysis  
9/1/1999   Post a comment
Front Office is a suite of products that help you manage your sales, marketing and support efforts through your Web site.
OMEGA PERFORMANCE'S HIGH PEFORMANCE TELESERVICE CLOSE-CALL
News & Analysis  
9/1/1999   Post a comment
TeleService Close-Call is a multimedia CD that lets agents simulate the experience of answering live calls at a call center within a hypothetical financial services company.
PERFECTING SUPPORT
News & Analysis  
9/1/1999   Post a comment
The proliferation of PCs over the past decade has given help desks motivation to fine-tune the way they provide support. And fine-tune they have; the emphasis today is on closing the call at the first level, and the help desks we spoke with are able to solve customers' problems over 90% of the time.
YELLOW FREIGHT SYSTEM'S ROUND-THE-CLOCK CALL CENTERS
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9/1/1999   Post a comment
How this freight transportation company serves customers over the phone and from its Web site.
CT EXPO FALL '99: COMMUNICATIONS, COMPUTING, CONVERGENCE
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9/1/1999   Post a comment
It's that time again!
SWITCH ROUTERS SHOW YOU THE WAY
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9/1/1999   Post a comment
Telco-grade, VoIP-capable switch routers are helping simplify the network's core and providing the necessary bandwidth for the not-so-distant world of data and VoIP convergence. But there's more than one way to route a packet. We give you the latest, and help you weigh the alternatives
ITC LEARNING'S EFFECTIVE LEADERSHIP
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9/1/1999   Post a comment
A fast look at a six-part training course that teaches leadership skills to call center managers and supervisors.
OMEGA PERFORMANCE'S HIGH PEFORMANCE TELESERVICE CLOSE-CALL
News & Analysis  
9/1/1999   Post a comment
TeleService Close-Call is a multimedia CD that lets agents simulate the experience of answering live calls at a call center within a hypothetical financial services company.
Day of Reckoning Looms For High-Tech Customer Support
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9/1/1999   Post a comment
Customers expect effective support from high tech firms. Companies that don’t deliver support that is as much on the cutting edge as their products may find their market share slipping. Though it’s not always cheaper than live support, Web-based self-support options are now a necessity for any help desk. Here’s why.
ASK DR. JON
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9/1/1999   Post a comment
Research highlights from Purdue University and Q&A with Dr. Jon Anton.
LEGAL WATCH: THE Y2K ACT BECOMES LAW
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9/1/1999   Post a comment
How the Y2K Act will influence users of telecom services
NEWS FROM THE PBX FRONT
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9/1/1999   Post a comment
Our CommFusion commander inspects Sphere's updated Sphericall PBX
SNARED BY THE WEB OF OUTSOURCING OPPORTUNITIES
News & Analysis  
9/1/1999   Post a comment
Due to the volatile nature of customer contact and outsourcing, it is a challenge to understand, adapt and manage the constantly changing web of available opportunities. Here's how to organize the process to make it work effectively for your call center.
IP TELEPHONY: IS YOUR VOIP SECURE?
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9/1/1999   Post a comment
Voice-over-IP is rapidly becoming a mature technology. Audio quality, bandwidth usage, and convenience are all reaching acceptable levels. But are your VoIP calls secure?
SETTING LARGE GOALS FOR YOUR SMALL CALL CENTER
News & Analysis  
9/1/1999   Post a comment
Just because your call center is small does not mean you have to set lower standards for quality of service or efficiency. Call center staples like call routing systems and automated dialers are readily available for call centers with 25 or fewer seats. Here's how these products help your center emulate the big players.
SPEECHWORKS INTERNATIONAL SPEECHWORKS 5.0
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9/1/1999   Post a comment
SpeechWorks 5.0 speech recognition software includes new DialogModules that enable your automated voice processing system to recognize credit card information and social security numbers.
SERVICESOFT TECHNOLOGIES' SERVICESOFT ECENTER
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9/1/1999   Post a comment
eCenter is a suite of products that enable you to offer on-line support.
PERSONALIZED SERVICE
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9/1/1999   Post a comment
Quintus and Net Perceptions partner to make CRM more prescient.
MISSION-CRITICAL Q&A
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9/1/1999   Post a comment
Explaining jitter and other telecom arcana.
SPEECHWORKS INTERNATIONAL SPEECHWORKS 5.0
News & Analysis  
9/1/1999   Post a comment
SpeechWorks 5.0 speech recognition software includes new DialogModules that enable your automated voice processing system to recognize credit card information and social security numbers.
APP GENS: More than just IVR
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9/1/1999   Post a comment
App gens are getting too big (and powerful) for their britches. Once simple IVR scripting tools, they are commandeering the "contact center" and taking root in the most sophisticated of turnkey enterprise commservers.
GOOD THINGS COME IN SMALL PACKAGES
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9/1/1999   Post a comment
Oki's BS1200 Internet Voice Gateway
SOMEWHERE OUT THERE - WELCOME TO THE REALM OF VIRTUAL ACDS
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9/1/1999   Post a comment
IP is the key technology to overcoming the cost factors and logistical impediments of centralization. Tomorrow's call centers will be "virtual" they'll manage traffic globally, work with the network, serve remote agents and decentralized business models, and offer smarter features at radically lower costs.
STARS OF THE INDUSTRY
News & Analysis  
9/1/1999   Post a comment
The following are the winners of our annual Call Center Pioneer Awards. These pioneers' achievements have had a significant impact on the call center industry. Here's what they do and what they've accomplished.
ASK DR. JON
News & Analysis  
9/1/1999   Post a comment
Research highlights from Purdue University and Q&A with Dr. Jon Anton.
TOOLS TO STICH UP YOUR SUPPORT
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9/1/1999   Post a comment
Here's how self-healing support tools automatically solve computer problems before they reach your help desk.
HATE VOICEMAIL?
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9/1/1999   Post a comment
This is SANDi, how may I direct your call?
LOOKING FOR MR. GOODVAR
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9/1/1999   Post a comment
Just who are these VAR people? And how do open telephony and CT makers find them? Never fear. Here's the lowdown on how to meet and greet your next great channel partner.
INNOVATIONS: SPEECHSITE FROM SPEECHWORKS
News & Analysis  
9/1/1999   Post a comment
Chat with a real machine!
GVN PUTS DSL ON ITS MAP
News & Analysis  
9/1/1999   Post a comment
GVN's latest product innovations target xDSL support.
PERSONALIZED SERVICE
News & Analysis  
9/1/1999   Post a comment
Quintus and Net Perceptions partner to make CRM more prescient.
<<   <   Page 28 / 28


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