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Content posted in April 1999
<<   <   Page 19 / 19
Taking Stock In Fax Company Tips: A Review
News & Analysis  
4/1/1999   Post a comment
Another look at Maury's picks
Their Best Tips
News & Analysis  
4/1/1999   Post a comment
Lanny Gilbert, a Service Conceptor at BellSouth Telecommunications' Intelligent Services Division, talks about design and problem solving
The CommFusion Landscape Takes Shape
News & Analysis  
4/1/1999   Post a comment
Venture capitalists are hedging their CommFusion bets by investing in competing solutions.
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.
How a Staffing Service can Find You Great Agents, Fast
News & Analysis  
4/1/1999   Post a comment
As labor markets tighten and your skills requirements increase, finding and training the right people to staff your call center becomes more difficult. Here's how outsourcing your agent and rep needs to staffing agencies can help.
Utility Call Centers: Gaining a Competitive Edge
News & Analysis  
4/1/1999   Post a comment
Whether dealing with power outages or billing complaints, call centers in the utility industry must stay up-to-date on the latest trends when it comes to customer service. Deregulation now gives customers a choice of service. The calls centers we talked to are implementing the latest in call center technology and excellent customer service strategies to keep customers from changing service providers.
Con Edison Consolidates its Call Centers and Goes Virtual
News & Analysis  
4/1/1999   Post a comment
Con Edison of New York continually strives to find the most efficient ways to handle more than eight million calls each year. Here's what one of the biggest utility companies in the US is doing to improve efficiency and help customers help themselves.
In Pursuit of Plastic Pirates
News & Analysis  
4/1/1999   Post a comment
Using CT to catch credit-card thieves.
<<   <   Page 19 / 19


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