Recently added articles from Call Center Solutions:
How to buy CRM and call center technology and teleservices for the new millennium
Dec 01, 1999; ... Selecting technologies for CRM (customer relationship management), the call center, and e-sales and e-services contact centers, as well as choosing teleservices offerings is more complex than ever before. When choosing technologies for setting up what I call the next-generation of call ...
Letters to the editor
Dec 01, 1999; ... Dear Nadji Tehrani, I read your October Publisher's Outlook ("E-Commerce's Explosive Growth Offers Call Centers New Opportunities") with great interest. I manage a small call center for the Robbins Auto Parts stores in New Hampshire and have been trying to position the call center to be ...
Oh what changes time hath wrought
Dec 01, 1999; ... Recently, I was reflecting on the early days of the call center market. In 1982 when this publication was launched, the word call center was over half a decade away from being coined and we called the process of making or taking phone calls for any reason "telemarketing." Furthermore, automation ...
2000 buyer's guide product/service codes for alphabetical listings
Dec 01, 1999; ... In the Alphabetical Listing Section of this directory you will find company names and contact information followed by ...
Is your call center up-to-date? If not, here is your opportunity
Nov 01, 1999; ... Recently, I have had the pleasure to visit many call centers around the globe, and in my travels I have come to a startling conclusion: most call centers are obsolete. Although many times I was impressed with what I saw, I found time and again a long gap between the marketplace introduction of ...
Letters to the editor
Nov 01, 1999; ... Dear Rich Tehrani: Thank you for your publication! My name is Frank J. Pupillo. In the next three months my partner and I will be opening a call center in the city of Thorold, Ontario. Thorold is on the Welland Canal system, approximately 15 minutes from Niagara Falls and the ...
The buyer is king: The next hugh e-commerce opportunity
Nov 01, 1999; ... Commerce, as we know it today, has taken thousands of years to evolve. Think back to high school history class when you learned of people trading items such as flints, silk, rum or spices and the traders who journeyed vast distances just to get their hands on valuable products in faraway lands ....
Give a man a fish and you feed him for a day; teach a man to fish and you feed him for life
Nov 01, 1999; ... I love this expression. As a former MIS director I had to use it often to make sure my users understood why I valued training. To truly understand and benefit from anything, we must really understand it. To fully understand any topic, it is imperative that you participate in it and get your ...
Accumulated knowledge drives right now Web 3.0
Nov 01, 1999; ... One of the keys to providing effective Web self-service to one's customers is to put in place a system that is both easy to use and also can take accumulated data that pass through it and learn from them to answer questions in the future. This concept is used in Right Now Web 3.0 from Right Now ...
Customer interaction management from Kana 4
Nov 01, 1999; ... E-mail can be both a blessing and a curse. On the saintly side there is the ease of use, its use by seemingly everyone, and the ability to shoot off a letter to a company from its Web site. Its devilish side lies partly in its virtues, on being on the receiving end of more e-mail than your ...
Headset selection tips: Considering the basics for agent comfort and productivity
Nov 01, 1999; ... Espresso bars, pool tables, free Internet access, free phone calls ... sounds a little like a cyber cafe or a college hangout. But in reality, it's today's call center. Call centers have undergone major transformations in the past few years. With the advent of the Internet and voice recognition ...
Call center headsets: Designed for the customer by the customer
Nov 01, 1999; ... Telephone headsets in the call center drive productivity. In a true partnership between customer and headset manufacturer, headset innovations and enhancements can make a significant improvement to the call center's performance because they are a result of a customer-focused research and ...
PC-PBX and PC-ACD integration for a cutting-edge call center
Nov 01, 1999; ... Optimum customer satisfaction depends on a call center's ability to process calls quickly and effectively. The introduction of the next-generation PC-based PBXs, combined with integrated ACD technology, has brought high-end, cutting-edge telecom technology to the mainstream. At greatly reduced ...
Buying support technologies
Nov 01, 1999; ... Look outwards. How does your support organization interact with and relate to other customer interaction points in your firm? How does the support technology you are looking at fit in to the overall vision of customer management in your firm? Look wide. All customer service software ...
Shore up web self-service solutions for ultimate CRM
Nov 01, 1999; ... Live text chat, Web callback and Web call through are all hot customer relationship management (CRM) technologies right now. Add this functionality to your Web site and your customers can simply click to connect to your call center. You're making it easier than ever for customers to interact ...
PeopleSupport.com helps companies gear up for holiday season
Nov 01, 1999; ... PeopleSupport.com is an online customer service and support company designed to help Internet-based businesses retain customer loyalty. The service provides outsourced customer care functions so companies can focus on their core competencies and eliminate worries about customer contact ....
HP and Oracle announce model for business-to-businesss e-commerce
Nov 01, 1999; ... Hewlett-Packard Company and Oracle Corp. have announced a series of agreements aimed at expanding the companies' ability to jointly develop and deliver Oracle Internet solutions on the HP platform. By using Intemet-enabled technology from both companies, Oracle's and Ws sales environments will ...
E-commerce vendors establish consortium
Nov 01, 1999; ... eGain Communications has announced that it has joined with other e-commerce companies to form the strategic Internet Commerce Council (iCC) for the National Retail Federation (NRF), a retail trade association. The iCC will help NRF members evaluate e-commerce technology choices for e-retailers ...
eLoyalty brings to market loyalty suite 4.0
Nov 01, 1999; ... eLoyalty has announced new multichannel capabilities in its Loyalty Suite. These new features were implemented to allow companies to integrate the Web with traditional customer relationship management channels to create a multichannel solution. The integration was designed to help companies ...
Inference releases k-Commerce support enterprise
Nov 01, 1999; ... Inference Corp. has released its kCommerce Support Enterprise, a Webarchitected customer service and support solution designed to replicate the experience of the best customer service representatives to provide fast and accurate customer care. It features a scalable n-Tier architecture, which ...