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Content posted in July 1999
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THE ROAD TO PRODUCTIVITY
News & Analysis  
7/1/1999   Post a comment
Many people speak of quality measurement and excellence in the call center, but few attack the topic of productivity measurement. The secret to maneuvering down this road is simply a matter of balance and optimization.
WATCHING YOUR WEB SITE
News & Analysis  
7/1/1999   Post a comment
Here's how a new service lets agents reach out to potential and existing on-line customers.
ONYX'S INSIGHT 3.0
News & Analysis  
7/1/1999   Post a comment
Onyx's (Bellevue, WA) Insight 3.0 is knowledge management software that works with Onyx Customer Center or other custom support software to enable agents to search and access data within your knowledge bases. The software also lets you post documents from your knowledge base on-line.
Call Center Buyers' Guide 1999-2000
News & Analysis  
7/1/1999   Post a comment
Here's our annual guide of all guides for finding vendors that offer products and services to help you improve your call center.
CLARIFY'S EFRONTOFFICE
News & Analysis  
7/1/1999   Post a comment
Clarify's (San Jose, CA) eFrontOffice integrates your call center and your Web site by providing one system for queuing and routing all your customers' transactions, including those they conduct through e-mail, customers' transactions, including those they conduct through e-mail, on-line forms and phone calls.
DIALING YOUR WAY TO SUCCESS
News & Analysis  
7/1/1999   Post a comment
Here's what you should know about the latest contact-makers on the market and how to find out what type of dialing is most appropriate for you.
How Hosted Services Bring Your Web-enabled Call Center Into The Fast Lane
News & Analysis  
7/1/1999   Post a comment
Here's how you can provide quality on-line service without spending a lot of time and money tuning up the way you do business
INCREASING SALES THROUGH BETTER SERVICE OVER THE PHONE
News & Analysis  
7/1/1999   Post a comment
How Arch Communications improved customer service and sold more pagers, thanks to its new Louisiana call center.
LAWMAKERS DRAW THE LINE WITH TELEMARKETERS TO PROTECT PRIVACY
News & Analysis  
7/1/1999   Post a comment
Legislators in the US and other major countries are responding to consumer demand for more privacy. Here's how the latest laws affect your call center.
NEW WEB MODULES IN VANTIVE'S ENTERPRISE 8
News & Analysis  
7/1/1999   Post a comment
Enterprise Version 8 includes two new modules that let you provide on-line self-service options to your customers and business partners.
ONYX'S INSIGHT 3.0
News & Analysis  
7/1/1999   Post a comment
Onyx's (Bellevue, WA) Insight 3.0 is knowledge management software that works with Onyx Customer Center or other custom support software to enable agents to search and access data within your knowledge bases. The software also lets you post documents from your knowledge base on-line.
OUTSOURCING A VARIETY OF SUPPORT FUNCTIONS
News & Analysis  
7/1/1999   Post a comment
On-line support is coming on strong, yet there is still a need for live rep response, offered either on the phone or through live chat. Here is what IT outsourcers offer your help desk.
THE ROAD TO PRODUCTIVITY
News & Analysis  
7/1/1999   Post a comment
Many people speak of quality measurement and excellence in the call center, but few attack the topic of productivity measurement. The secret to maneuvering down this road is simply a matter of balance and optimization.
TRAVEL PLANNING MADE EASIER
News & Analysis  
7/1/1999   Post a comment
Although more travel companies are letting travelers make reservations on-line, most people still rely on call centers to book travel, even when they do comparative shopping on-line. Here's the scoop on how the call centers we profile this month consistently aim to improve service.
WATCHING YOUR WEB SITE
News & Analysis  
7/1/1999   Post a comment
Here's how a new service lets agents reach out to potential and existing on-line customers.
CASE STUDY: OFFICE OF THE FUTURE
News & Analysis  
7/1/1999   Post a comment
Nec shines at Canada's SMED
IP TELEPHONY: ENTERPRISE-CLASS VOIP GATEWAYS
News & Analysis  
7/1/1999   Post a comment
CT Mag & CT Labs compare, contrast and critique three IP Telephony Gateways from Hypercom, Inter-Tel and Nuera.
ROI AND THE VALUE PROPOSITION
News & Analysis  
7/1/1999   Post a comment
Return on investment and the value proposition: two selling points that attract customers to your technology.
HEADSETS ... AND THEN SOME
News & Analysis  
7/1/1999   Post a comment
When computers meet telephony, headsets are a must. For call centers, PC-based phoning, commserver applications, VoIP, and wireless, headsets offer topnotch sound, private communication, ergonomics, and hands free operation. Here's our roundup of those that matter for global CT markets...Plus other CT helpers: softphones, small KSUless systems, and more.
CALL MONITORING & RECORDING Update
News & Analysis  
7/1/1999   Post a comment
Call recording and monitoring systems help you train agents, monitor and improve customer service, simulate interactions - and survive regulatory audits by rendering proof against liability. They come in many forms and some sectors of the market are growing 100% a year.
TESTING CT APPLICATIONS
News & Analysis  
7/1/1999   Post a comment
Do you buy CT products? Do you make, sell, or resell them? If so, testing is - or should be - the cornerstone of your business: it's the best way to be sure you're not buying or building a lemon. And it's the best way to ensure that multivendor CT building blocks give you the bang-for-the-buck you expect. Here's how we test CT applications with tools and techniques recommended by technical editor Richard Grigonis and the gurus at CT Labs.
BLACK ICE'S CUSTOMIZABLE VOICEMAIL SERVER
News & Analysis  
7/1/1999   Post a comment
Smart dealers and users are happy to see the new voice mail server with an IVR app gen.
FAULT RESILIENT POTPOURRI, HOT NEW HOT-SWAP CPCI SINGLE-BOARD COMPUTERS
News & Analysis  
7/1/1999   Post a comment
Hot-swap capability is crucial in any fault-resilient application; here's what you need to know.
CT PERISCOPE: CHANNEL MASTERS POP QUIZ
News & Analysis  
7/1/1999   Post a comment
Thousands of wide-eyed computer network resellers are scouring the globe for the next, great, profit-laden technology. We've been saying it's CT: better margins, more value-added. If you're a reseller or VAR, here are some not-so-obvious questions to ask when seeking your channel-ready solution.
IT'S THE SOFTWARE
News & Analysis  
7/1/1999   Post a comment
Intel buys Dialogic, TI buys Telogy, and Cisco takes a break from buying and explains everything,
ENCODING SPEECH INTO VOIP CALLS
News & Analysis  
7/1/1999   Post a comment
G.711? G.723.1? Vocoding? Dr. CT leads you through the fundamentals and standards of voice-over-IP speech encoding and decoding.
TWO-MINUTE WARNINGS FOR SCHOOL BUS RIDERS
News & Analysis  
7/1/1999   Post a comment
NotiCom's elegant BusCall app uses GPS waypoints, synchronous clocking, and IVR to get you to the bus on time.
FAX FAILURES
News & Analysis  
7/1/1999   Post a comment
Starting a fax-related business? First, heed these 'fables of failure' from the Kauffman files.
CALL MONITORING & RECORDING Update
News & Analysis  
7/1/1999   Post a comment
Call recording and monitoring systems help you train agents, monitor and improve customer service, simulate interactions - and survive regulatory audits by rendering proof against liability. They come in many forms and some sectors of the market are growing 100% a year.
CASE STUDY: OFFICE OF THE FUTURE
News & Analysis  
7/1/1999   Post a comment
Nec shines at Canada's SMED
FAX FAILURES
News & Analysis  
7/1/1999   Post a comment
Starting a fax-related business? First, heed these 'fables of failure' from the Kauffman files.
HEADSETS ... AND THEN SOME
News & Analysis  
7/1/1999   Post a comment
When computers meet telephony, headsets are a must. For call centers, PC-based phoning, commserver applications, VoIP, and wireless, headsets offer topnotch sound, private communication, ergonomics, and hands free operation. Here's our roundup of those that matter for global CT markets...Plus other CT helpers: softphones, small KSUless systems, and more.
<<   <   Page 19 / 19


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