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Content posted in April 1999
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Molloy Group's Internet Knowledge Kiosk 1.3
News & Analysis  
4/1/1999   Post a comment
Internet Knowledge Kiosk enables Web surfers to change the info they provide during any stage of a dialog, which is helpful if they learn new details about their problems, such as the meaning of a formerly obscure error message.
Extending Your Call Center's Lifeline
News & Analysis  
4/1/1999   Post a comment
Power failures and emergencies happen in both big and small call centers. Here's what you should know about planning for power outages and other unforeseen disasters.
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.
Moving Past Self-Centered Support
News & Analysis  
4/1/1999   Post a comment
It's a great idea to offer on-line knowledge bases and trouble ticketing so customers can solve their own problems from your Web site. But these options are no longer enough. Here's how and why live service is becoming a viable option with on-line support.
Molloy Group's Internet Knowledge Kiosk 1.3
News & Analysis  
4/1/1999   Post a comment
Internet Knowledge Kiosk enables Web surfers to change the info they provide during any stage of a dialog, which is helpful if they learn new details about their problems, such as the meaning of a formerly obscure error message.
Moving Past Self-Centered Support
News & Analysis  
4/1/1999   Post a comment
It's a great idea to offer on-line knowledge bases and trouble ticketing so customers can solve their own problems from your Web site. But these options are no longer enough. Here's how and why live service is becoming a viable option with on-line support.
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.
E-Commerce Isn't Easy Commerce
News & Analysis  
4/1/1999   Post a comment
Customers buying behaviors are rapidly changing
Testing CT Applications, Part 2
News & Analysis  
4/1/1999   Post a comment
A guide to multi-line and burst testing of telephone user interfaces
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