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Content posted in January 2000
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1/1/2000   Post a comment
Maury's favorite super-useful URLs.
eGain Communications' eGain Live 3.0
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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.
The Right Calling for Telecom Companies
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1/1/2000   Post a comment
Here's how phone companies apply their telecom expertise to managing efficient and effective call centers.
Train Without Pain: The Benefits of Computer-Based Training Tools
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1/1/2000   Post a comment
You can train new agents at their desktops quickly and effectively with the right software. Here's a look at computer-based training tools worth considering for your call center.
Arrogant or Stupid?
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1/1/2000   Post a comment
Personality flaws can limit CommFusion success.
InfoInteractive's Internet Call Manager
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1/1/2000   Post a comment
Lets you manage incoming calls while you're on a dialup Net connection and gives you web-based voicemail.
Nortel Networks' Symposium Express Call Center 2.0
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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
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1/1/2000   Post a comment
Here are new ways that outsourcers can improve your ability to serve callers and on-line customers.
Kana Communications' Kana 4
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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.
Contracting With Carriers: Buyer Beware
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1/1/2000   Post a comment
Negotiating service agreements with telecommunications carriers is a precarious undertaking.
The Bare Switch Project
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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.
Voice Over DSL is Coming
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1/1/2000   Post a comment
Here's what the future looks like.
The Honor of Your Presence is Requested
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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.
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.
The Future of Call Accounting
News & Analysis  
1/1/2000   Post a comment
Flat-rate billing, "free" long distance - soon, pundits say, voice service itself may cost (next to) nothing. Does this spell doom for call accounting, or does convergence offer huge opportunities for this "back room" application to assume a front-and-center role?
CT Labs tests: Speech Driven Auto Attendants
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1/1/2000   Post a comment
Speech recognition auto attendants aim to replace those annoying "spell by digit" company directories as well as expensive live operators. Does their performance match their aim? We aimed to find out.
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