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Content posted in January 2000
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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.
Knowlix's iKnow and iKnowAuthor version 4.5
News & Analysis  
1/1/2000   Post a comment
Knowlix's (Draper, UT) version 4.5 of its iKnow and iKnowAuthor software offers enhanced reporting capabilities and lets you control access to specific parts of your knowledge base.
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.
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.
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.
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.
Knowlix's iKnow and iKnowAuthor version 4.5
News & Analysis  
1/1/2000   Post a comment
Knowlix's (Draper, UT) version 4.5 of its iKnow and iKnowAuthor software offers enhanced reporting capabilities and lets you control access to specific parts of your knowledge base.
Nortel Networks' Symposium Express Call Center 2.0
News & Analysis  
1/1/2000   Post a comment
Nortel Networks' (Richardson, TX) Symposium Express Call Center 2.0 call routing software enables you to send calls to agents based on the criteria you set and provides you with reports that detail each agent's availability.
A Feast of Outsourcing Services
News & Analysis  
1/1/2000   Post a comment
Here are new ways that outsourcers can improve your ability to serve callers and on-line customers.
Nortel Networks' Symposium Express Call Center 2.0
News & Analysis  
1/1/2000   Post a comment
Nortel Networks' (Richardson, TX) Symposium Express Call Center 2.0 call routing software enables you to send calls to agents based on the criteria you set and provides you with reports that detail each agent's availability.
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.
Applying American Know-How in Site Selection
News & Analysis  
1/1/2000   Post a comment
In a boom economy, the best way to cope with US call center growth is to apply good old American know-how. Here Call Center Magazine's Brendan Read gives ways to take advantage of the opportunities that regions throughout the US offer for call centers.
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.
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.
New Terms For The New Year
News & Analysis  
1/1/2000   Post a comment
Welcome to the year 2000. Much has changed since the late 1980s, when this magazine first came into existence under the name Inbound/Outbound . But there's little reason to be nostalgic. Call centers are better-equipped than ever to assist large numbers of people over the phone, and they are becoming more adept at helping on-line customers, too.
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