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Turning your call center into a contact center: The latest Web-enabling techniques
While the Internet "bubble" has long since burst, Web-enabled applications are still very much alive and kicking among contact centers whose...
Customer Inter@ction Solutions, 05/01/03 by Holley, Christine J · More from publication -
Optimizing IT resources: PC-based call center software does it all
Since its founding in 1965, Northern Virginia Community College (www.nvcc.edu.) has become the largest institution of higher education in the...
Community College Week, 03/17/03 by Christine J. Holley · More from publication -
urge to merge: Integrating front- and back-end systems, The
CUSTOMER RELATIONSHIP MANAGEMENT In addition to distributed organizations, some vertical industries are especially in need of integration. ...
Customer Inter@ction Solutions, 09/01/02 by Holley, Christine J · More from publication -
Self-service: The secret to champagne customer service on a beer budget
CUSTOMER RELATIONSHIP MANAGEMENT "By 2005, more than 70 percent of customer service interaction for information and remote transactions will be...
Customer Inter@ction Solutions, 03/01/02 by Holley, Christine J; Scannell, Jill · More from publication -
Getting more from your marketing campaigns with interaction management technology
In day's world of one-to-one marketing, permission marting and the many personalized marketing strategies flooding corporate America, it seems...
Call Center CRM Solutions, 11/01/00 by Holley, Christine J · More from publication -
Outsourcing your health care teleservices: Don't let it be a prescription for disaster
Deciding whether or not to outsource your teleservices is a difficult decision for any company. For healthcare companies today, this decision is...
Call Center Solutions, 11/01/99 by Holley, Christine J · More from publication -
From automatic call distributor to automatic interaction distributor: Is your call routing system ready for the electronic age?
There's no question that the automatic call distributor (ACD) market is in full swing. According to analyst group Pelorus, from 1998 through 2002...
Call Center Solutions, 08/01/99 by Holley, Christine · More from publication -
VoIP and ATM heat up the comm server market - Technology Information
Voice over IP (VoIP) and ATM technologies are propelling the communications server into mainstream markets at an increasingly rapid pace. The main...
Communications News, 05/01/99 by Christine Holley · More from publication -
latest metamorphosis of the predictive dialer, The
The Software-Based Dialer Spurred by call centers seeking more efficient ways to reach customers, predictive dialer technology has undergone...
Call Center Solutions, 11/01/98 by Holley, Christine · More from publication -
Unify & conquer: Unified messaging as part of a total communications solution
When Jay Larson began his search for a unified messaging system, he was no stranger to the latest developments in the computer-telephony...
Call Center Solutions, 09/01/98 by Holley, Christine · More from publication
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