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Content posted in September 1999
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FINDING A HOME FOR YOUR CALL CENTER
News & Analysis  
9/1/1999   Post a comment
The booming economy and the call center industry's rapid growth have made seeking the right home for your call center more important than ever. Here are some strategies and opportunities that will get your center up and running.
GENESYS' INTERNET SUITE
News & Analysis  
9/1/1999   Post a comment
Brief overview of this web-based contact-center software.
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.
ITC LEARNING'S EFFECTIVE LEADERSHIP
News & Analysis  
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.
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.
PRODUCTS FOR LENDING ON-LINE CUSTOMERS A HELPING HAND
News & Analysis  
9/1/1999   Post a comment
Web-enabling your call center is no longer optional. It's a necessity of doing business on the Internet. Here's what you need to know to properly serve your on-line customers.
SERVICESOFT TECHNOLOGIES' SERVICESOFT ECENTER
News & Analysis  
9/1/1999   Post a comment
eCenter is a suite of products that enable you to offer on-line support.
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.
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.
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.
TESTING UNIFIED MESSAGING: PART 1 - SYSTEM INSTALLATION; VOICEMAIL FEATURES
News & Analysis  
9/1/1999   Post a comment
Basic system features tested on four vendor platforms: Active Voice, AVT, Key Voice and Lucent.
NEWS FROM THE PBX FRONT
News & Analysis  
9/1/1999   Post a comment
Our CommFusion commander inspects Sphere's updated Sphericall PBX
PERSONALIZED SERVICE
News & Analysis  
9/1/1999   Post a comment
Quintus and Net Perceptions partner to make CRM more prescient.
SOMEWHERE OUT THERE - WELCOME TO THE REALM OF VIRTUAL ACDS
News & Analysis  
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.
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.
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.
FINDING A HOME FOR YOUR CALL CENTER
News & Analysis  
9/1/1999   Post a comment
The booming economy and the call center industry's rapid growth have made seeking the right home for your call center more important than ever. Here are some strategies and opportunities that will get your center up and running.
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.
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.
GENESYS' INTERNET SUITE
News & Analysis  
9/1/1999   Post a comment
Brief overview of this web-based contact-center software.
SERVICESOFT TECHNOLOGIES' SERVICESOFT ECENTER
News & Analysis  
9/1/1999   Post a comment
eCenter is a suite of products that enable you to offer on-line support.
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.
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.
Day of Reckoning Looms For High-Tech Customer Support
News & Analysis  
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.
TOOLS TO STICH UP YOUR SUPPORT
News & Analysis  
9/1/1999   Post a comment
Here's how self-healing support tools automatically solve computer problems before they reach your help desk.
PRODUCTS FOR LENDING ON-LINE CUSTOMERS A HELPING HAND
News & Analysis  
9/1/1999   Post a comment
Web-enabling your call center is no longer optional. It's a necessity of doing business on the Internet. Here's what you need to know to properly serve your on-line customers.
YELLOW FREIGHT SYSTEM'S ROUND-THE-CLOCK CALL CENTERS
News & Analysis  
9/1/1999   Post a comment
How this freight transportation company serves customers over the phone and from its Web site.
BLUE PUMPKIN'S PRIMETIME 2.0
News & Analysis  
9/1/1999   Post a comment
A review of this workforce management system.
ITC LEARNING'S EFFECTIVE LEADERSHIP
News & Analysis  
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.
ASK DR. JON
News & Analysis  
9/1/1999   Post a comment
Research highlights from Purdue University and Q&A with Dr. Jon Anton.
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.
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
GVN PUTS DSL ON ITS MAP
News & Analysis  
9/1/1999   Post a comment
GVN's latest product innovations target xDSL support.
<<   <   Page 28 / 28


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