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Content posted in July 2006
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Park and pay
News & Analysis  
7/1/2006   Post a comment
Somebody once called them dinosaurs. Unlike those prehistoric creatures, however, electronic-component distributors have proved adept at evolving to suit the times.
Security options
News & Analysis  
7/1/2006   Post a comment
Driven by increased security concerns, governments and commercial enterprises are deploying and upgrading installations of video surveillance equipment.
Price heat
News & Analysis  
7/1/2006   Post a comment
The electronics industry's intractable pricing problem is rearing its head again. No longer willing or able to absorb rising raw-materials costs, components suppliers are jacking up prices. And more such increases are coming down the pike.
Goodbye to manual processes
News & Analysis  
7/1/2006   Post a comment
Take a look at Foundry Networks Inc.'s product portfolio and you'll see all sorts of switching, routing and Web traffic-management solutions for leading-edge networking systems.
Sunny Skies for Call Centers
News & Analysis  
7/1/2006   Post a comment
Like the weather in Orlando at Call Center Demo, the forecast for call centers is bright, thanks to a shining combination of new and proven tools that enable companies to continually improve their communication with customers.
VOICE MEETS DATA: When the Call Center and IT Collide
News & Analysis  
7/1/2006   Post a comment
Tom Milligan of UCN helps us understand what's going on behind the trend toward greater collaboration between the center and other corporate entities.
The Game-Based Work Application Theory
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Our columnist describes how to play computer games at work without getting in trouble for loafing.
Call Center Manager SpotlightMarian Leon, National Association of Realtors
News & Analysis  
7/1/2006   Post a comment
In an industry where employee attrition is appallingly high, the NAR's Information Central hasn't had any staff turnover in the last year and a half.
The Value of Support
News & Analysis  
7/1/2006   Post a comment
Recent research from HDI suggests that the biggest challenge support organizations face may not be low demand among customers, but rather a lack of career planning for those who assist customers.
Mastering the Multi-channel Environment
News & Analysis  
7/1/2006   Post a comment
One reason for offering more live support: deceased support is notoriously hard to manage.
Dialing Isn't Dead
News & Analysis  
7/1/2006   Post a comment
Some smart companies are using outbound calling to enhance customer relationships and provide a better experience. Yes, a better experience.
The End Of Agent Training As We Know It
News & Analysis  
7/1/2006   Post a comment
Classroom training is not dead. But new tools and an increased focus on eclecticism and performance development are helping rewrite the basics of agent education.
9 Fast Fixes For Your Center
News & Analysis  
7/1/2006   Post a comment
A sampling from the "60 Ideas in 60 Minutes" panel discussion at Call Center Demo in Orlando.
Training Q&A With ICMI's Debbie Harne
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7/1/2006   Post a comment
We spent some time talking training trends with the director of ICMI's seminar division.
Metrology provider plans $57 million IPO
News & Analysis  
7/1/2006   Post a comment
Applied Precision, a provider of equipment for the semiconductor and life-sciences industries, hopes to raise $57.5 million through an initial public offering, according to a document filed with the U.S. Securities and Exchange Commission.
Brazil picks Japan TV standard -- and gains fab?
News & Analysis  
7/1/2006   Post a comment
In return for a possible semiconductor production plant, Brazil has selected a high-definition TV standard from Japan over competing technologies from Europe and the United States.
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