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Content posted in June 1999
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Coaches for your Call Center
News & Analysis  
6/1/1999   Post a comment
Sometimes an outside consultant is needed to coach you in call center setup, technology selection and operations. Here are a few good examples of what some of the leading industry experts can do for you.
Helping Your Center Balance Its Books
News & Analysis  
6/1/1999   Post a comment
Call centers in the credit and collections industry have their jobs cut out for them, whether it's dealing with late-paying customers or overseas travelers who've just lost their credit cards. Here are some of the technologies that the centers in this industry use to help them provide efficient and speedy service.
Companies Deploy Multi-Networked Call Centers to Deliver Efficient Customer Service
News & Analysis  
6/1/1999   Post a comment
Customers must be able to reach a company easily, even in cases when other services are disrupted due to emergencies such as power failures or hurricanes. Here's how some companies have set up multi-networked call centers to ensure that they consistently deliver quality customer service among all their locations.
GN Netcom's GN Express Headsets
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6/1/1999   Post a comment
Headsets for professional office, SOHO, PC, and mobile applications.
IP Telephony: QOS For Ethernet LANs New Packet Switch Gives VIP Passes To Critical Voice/Video Data
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6/1/1999   Post a comment
IP network switch facilitates flicker-free video and voice
CT Index: For Your EDIFication
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The acquisition binge continues: Is there a trend developing here?
The End Of The 80/20 Game
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6/1/1999   Post a comment
As companies who persist in these practices are starting to realize, 80/20 strategies may produce nifty short-term numbers; but if you pursue them long-term, you may end up off-loading your customer base ... onto your competition.
Business Neurology 101
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6/1/1999   Post a comment
Like a central nervous system, Enterprise Relationship Management connects business-process automation, knowledge-management and problem-resolution, sales-force automation, and workforce management with computer telephony "sense organs": IVR, ACD, messaging, and the web. Goals are coordination, choreography, competitive advantage - an "open organization" where problems find solutions, customers help themselves, work finds idle hands, inventory goes where it's needed, trucks roll on time, and bes
Octane Software's Octane 99
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6/1/1999   Post a comment
Octane 99 is a front office software suite that lets you queue and route customers' requests, whether they come from phone calls, e-mail or on-line forms.
CenterForce Technologies' CenterForce Analyzer
News & Analysis  
6/1/1999   Post a comment
Software you can use to establish goals within your call center and measure agents' performance against them.
Right Now Technologies' PowerFAQ
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6/1/1999   Post a comment
PowerFAQ Web-based customer support software makes it easy for you to provide your customers with a knowledge base of answers to frequently asked questions (FAQ) from your Web site.
Williams Communications Solutions' Dialect Multimedia
News & Analysis  
6/1/1999   Post a comment
Dialect Multimedia Queuing (DMQ) works closely with your phone switch to let agents respond to phone calls, e-mail messages and faxes from your customers.
A Great Time to be a CommFusion ISV
News & Analysis  
6/1/1999   Post a comment
The planets are all aligned, making this a great time to be a CommFusion independent software vendor. Never before in the history of computing or telephony has this opportunity existed, nor is it likely to happen again.
World Class CT
News & Analysis  
6/1/1999   Post a comment
Building CT apps for the world market is a challenge. But simplification, standardization, and modernization are easing homologation. Here's a close-up on EU standards and certification practices, plus some sage advice for developers and integrators
Working the Minute Mine: With the right tools, billing info yields clues to greater profit.
News & Analysis  
6/1/1999   Post a comment
There's gold in them thar CDRs! Not just because they're the records that go on the bills that result in the checks that flow from subscribers to telco carriers. The "gold" we speak of here goes a step beyond simply getting paid. It's the mine of usage data that helps your marketeers identify, cross-sell, retain (or win over, or win back) the most profitable customers.
DSL Competition: Mired in Regulatory Uncertainty
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6/1/1999   Post a comment
Businesses seeking an early start in the infant DSL market will meet challenges that must be effectively addressed.
Selecting a Consultant
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6/1/1999   Post a comment
Right Now Technologies' PowerFAQ
News & Analysis  
6/1/1999   Post a comment
PowerFAQ Web-based customer support software makes it easy for you to provide your customers with a knowledge base of answers to frequently asked questions (FAQ) from your Web site.
Our Ongoing Mission of Boldly Automating Calls
News & Analysis  
6/1/1999   Post a comment
Reducing caller frustration with automated call-handling applications means providing more adaptive, natural telephone user interfaces
Our Picks from the Show
News & Analysis  
6/1/1999   Post a comment
There were many products on display at the first annual Call Center Demo and Conference in sunny Orlando, FL. Many we've already told you about and others we'll cover throughout the year. Here are some brand-new systems announced at the show that caught our eye.
inFact's Support Suite 2.0
News & Analysis  
6/1/1999   Post a comment
Support Suite 2.0 is on-line problem resolution software that lets your customers have access to knowledge bases from your Web site.
Coaches for your Call Center
News & Analysis  
6/1/1999   Post a comment
Sometimes an outside consultant is needed to coach you in call center setup, technology selection and operations. Here are a few good examples of what some of the leading industry experts can do for you.
Who to Call
News & Analysis  
6/1/1999   Post a comment
Comverse Infosys'OpenStorage
News & Analysis  
6/1/1999   Post a comment
OpenStorage allows you to access call recordings from a computer equipped with a Web browser and sound card.
How to Consult the Consultants
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6/1/1999   Post a comment
Helping Your Center Balance Its Books
News & Analysis  
6/1/1999   Post a comment
Call centers in the credit and collections industry have their jobs cut out for them, whether it's dealing with late-paying customers or overseas travelers who've just lost their credit cards. Here are some of the technologies that the centers in this industry use to help them provide efficient and speedy service.
IVR Runs an A/V Playground
News & Analysis  
6/1/1999   Post a comment
Controlling A/V down under.
APC's Amazing UPS
News & Analysis  
6/1/1999   Post a comment
Modern. Ergonomic and environmental. APC makes its high-end uninterruptible power supply units.
Silknet Software's eCommerce
News & Analysis  
6/1/1999   Post a comment
eCommerce is software that allows your company to provide service and sales from your Web site.
CenterForce Technologies' CenterForce Analyzer
News & Analysis  
6/1/1999   Post a comment
Software you can use to establish goals within your call center and measure agents' performance against them.
Our Picks from the Show
News & Analysis  
6/1/1999   Post a comment
There were many products on display at the first annual Call Center Demo and Conference in sunny Orlando, FL. Many we've already told you about and others we'll cover throughout the year. Here are some brand-new systems announced at the show that caught our eye.
Fax For Free!
News & Analysis  
6/1/1999   Post a comment
Looking a gift horse in the mouth, we pick the best free web-based fax services.
IVR Runs an A/V Playground
News & Analysis  
6/1/1999   Post a comment
Controlling A/V down under.
Intel Joins Display Consortium
News & Analysis  
6/1/1999   Post a comment
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