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Articles
1-94 out of 94 article(s)
| Title |
Author |
Type |
Date |
Words |
| Ahlan Dubai: round the clock information on Dubai and DSS 2009. |
|
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May 31, 2009 |
337 |
| International Calls to Friends and Family Cheaper by a Quarter in Qatar. |
|
|
May 2, 2009 |
729 |
| Lagan unveils Human Services Call Center solution for North American market. |
Solomon, Frank |
Brief article |
Feb 1, 2009 |
160 |
| What is a remote agent service provider? And will it help improve my service levels? |
|
|
Jan 1, 2008 |
665 |
| We need to "Talk": an inbound call center at a New Zealand bank has been cited for having the world's best customer service. |
Brown, Edward G.; Lubahn, Johanna |
Company overview |
Sep 1, 2007 |
2286 |
| The Call Center "Question". |
Portolano, Francesco |
|
Jun 21, 2007 |
997 |
| Call Centre Outsourcing: FSA Reviews Telephone Sales In The Insurance Industry. |
Moodley, Yuban |
|
Jun 14, 2007 |
1176 |
| Drive-through technology improving service. |
Spiller, Karen |
|
Dec 22, 2006 |
712 |
| Evaluating the home agent model. |
Schelmetic, Tracey E. |
|
Nov 1, 2006 |
3412 |
| The right balance for the call center: somewhere between prison and an encounter group. |
Sims, David |
Excerpt |
Oct 1, 2006 |
1364 |
| Fast-food orders go long distance. |
|
Brief article |
Sep 4, 2006 |
107 |
| The next 25 years in CRM and call centers. |
Tehrani, Nadji |
Editorial |
Jul 1, 2006 |
2426 |
| Buy one headache, get three free. |
Schelmetic, Tracey E. |
|
Jul 1, 2006 |
889 |
| Keeping up with the call center. |
Tehrani, Rich |
|
May 1, 2006 |
1337 |
| NuContact Center solution: breakthrough solutions often require a whole new company. |
|
Company overview |
Apr 1, 2006 |
4201 |
| Providing the ultimate customer care: the solution recipe for success--multi-blending. |
|
Editorial |
Mar 1, 2006 |
834 |
| Two sides of the same IVR. |
Schelmetic, Tracey E. |
|
Mar 1, 2006 |
861 |
| Customer service comes first: for hospitality firm, an application-rich contact center solution fills the bill. |
|
|
Mar 1, 2006 |
1013 |
| The crystal ball: visionaries offer compelling outlook for 2006 and beyond; Industry leaders speak out on the future of contact centers, CRM and teleservices. |
Tehrani, Nadji |
|
Feb 1, 2006 |
2166 |
| India's IT and call centre industry establishes workforce database. |
|
Brief Article |
Jan 19, 2006 |
233 |
| Deconstructing the call center. |
Tehrani, Rich |
Column |
Jan 1, 2006 |
1764 |
| Gulf relief. |
Allen, Mike |
Brief Article |
Nov 14, 2005 |
61 |
| IP contact center technology: eliminating the risks (Part X). |
Hayden, Kevin |
|
Nov 1, 2005 |
1679 |
| Using customer analytics to improve cross-selling and upselling. |
Kaiser, John |
|
Nov 1, 2005 |
2157 |
| Applying inbound techniques to outbound in workforce management. |
Stearns, Nathan |
|
Oct 1, 2005 |
1531 |
| The missing link in customer contact solutions. |
Hunt, Bill |
|
Oct 1, 2005 |
565 |
| Optimizing agents in an e-services environment: as online services gain momentum, agents play a more critical role than ever. |
Gritt, Peggy |
|
Sep 1, 2005 |
1903 |
| Predictive and real-time customer analytics ... and Mrs. Johnson's mother-in-law. |
Schelmetic, Tracey E. |
|
Sep 1, 2005 |
825 |
| 8 rules of consolidation: creating a single online touch point for policyholders and producers lowers operating costs and promotes good customer service. |
Veeraraghavan, N.R. |
|
Aug 1, 2005 |
1148 |
| Carl E. Mergele. |
|
Interview |
Aug 1, 2005 |
1984 |
| Cross-pollinating customer service across all channels. |
Tobin, Tom |
|
Aug 1, 2005 |
1940 |
| IP contact center technology: eliminating the risks (Part VII). |
Hayden, Kevin |
|
Aug 1, 2005 |
1920 |
| Performance optimization solutions for better efficiency and productivity. |
Kelly, Bob |
|
Aug 1, 2005 |
1686 |
| Seeing the e-services big picture: online self-service can pay huge dividends, but requires more than simple automation. |
Gritt, Peggy |
|
Aug 1, 2005 |
1424 |
| Self-service is not for you, it's for your customers. |
Schelmetic, Tracey E. |
Editorial |
Aug 1, 2005 |
541 |
| Group 1 Software President Christopher Baker teaches us a new acronym: CCM. |
Kalinoski, Glenn J. |
|
Aug 1, 2005 |
1015 |
| Wales for your business: a bit of work, a bit of play, a lot of promise. |
Butcher, David R. |
|
Aug 1, 2005 |
1703 |
| Call centre with 'human' touch. |
|
Brief Article |
Jul 31, 2005 |
253 |
| Global companies turning to Latin American call centers. |
|
Advertisement |
Jul 1, 2005 |
1055 |
| Calling all cultures: multicultural marketing and the contact center. |
MacDonald, Thomas |
|
Jul 1, 2005 |
1624 |
| Managing the customer experience with logging & monitoring solutions. |
Procops, Tony |
|
Jul 1, 2005 |
1992 |
| How to speak with customers from different states and other foreigners. |
Schelmetic, Tracey E. |
|
Jul 1, 2005 |
940 |
| Music to call center manager's ears: software distribution reduces management and desktop support costs, while providing agents with fast, flexible and dependable systems. |
Hibbard, Jeffrey |
|
Apr 1, 2005 |
1189 |
| One in five customers bypass the human touch as poor service drives self-service calls. |
|
|
Mar 1, 2005 |
325 |
| Spotlight: Freedom Voice Systems. |
Kovach, Lisa |
|
Feb 21, 2005 |
792 |
| Build customer loyalty while reducing operational costs. |
Heberling, Mike |
|
Jan 1, 2005 |
728 |
| Houston-based ChaseCom L.P. (No. 97 on the BE INDUSTRIAL/SERVICE 100 list with $31.1 million in sales) has opened an inbound and outbound call center in Fort Smith, Arkansas, on the site of a former one. |
Singleton, Malik |
Brief Article |
Dec 1, 2004 |
78 |
| Speech technology ... next generation contact center: Part 1; A vital technology necessary for the survival and prosperity of contact centers. |
Tehrani, Nadji |
|
Oct 1, 2004 |
2121 |
| Speech and the future of the contact center. |
Tehrani, Rich |
|
Oct 1, 2004 |
2112 |
| Mobilizing CRM: routes to success. |
Burnett, Aaron |
|
Oct 1, 2004 |
1744 |
| Offshore versus domestic: pros and cons. |
Brubaker, Steve |
|
Oct 1, 2004 |
667 |
| Remote agents: the challenges of virtual and distributed contact centers. |
Kim, John |
|
Oct 1, 2004 |
2253 |
| A talk with Nuance's Lynda Kate Smith. |
|
Interview |
Oct 1, 2004 |
1751 |
| IP: taking the center out of call center. |
Schelmetic, Tracey |
Editorial |
Oct 1, 2004 |
1068 |
| Providers receive misinformation from Medicare call centers. |
Edwards, Douglas J. |
Brief Article |
Oct 1, 2004 |
183 |
| VoiceLog offers short-term call monitoring/recording for the holiday season. |
|
Brief Article |
Sep 1, 2004 |
98 |
| etalk Corp. |
|
Advertisement |
Aug 1, 2004 |
115 |
| InfoCision Management Corp. |
|
Company Profile |
Aug 1, 2004 |
298 |
| Targus Information Corp. |
|
Advertisement |
Aug 1, 2004 |
525 |
| Medical call center begins. |
|
Brief Article |
Jul 1, 2004 |
139 |
| Alpine Access calls on ePath learning to train virtual call center staff. |
|
Brief Article |
Jul 1, 2004 |
190 |
| Voicexml versus salt: selecting a voice application standard. |
Platt, George T. |
|
May 1, 2004 |
2137 |
| Speech recognition for the contact center. |
Waln, Ken |
|
May 1, 2004 |
1875 |
| Arctic voice systems: "your professional voice". |
|
Advertisement |
Apr 1, 2004 |
495 |
| Improving customer loyalty through proactive communications. |
Levitan, Ben |
|
Feb 1, 2004 |
1668 |
| The power of one in Call Center Staffing. |
Reynolds, Penny |
|
Feb 1, 2004 |
862 |
| Streamdoor Launches On-Demand Call Center Service. |
|
|
Nov 20, 2003 |
407 |
| Newspaper cuts jobs. |
Lewis, Connie |
Brief Article |
Aug 25, 2003 |
93 |
| TARGUSinfo[R] helps Jenny Craig overcome complex store locator needs. (Spotlight). |
Nelson, Jennifer |
|
Feb 1, 2003 |
596 |
| eTelecare opens second Philippine call center. (Happenings). |
|
Brief Article |
Nov 1, 2002 |
174 |
| Ask Dr. Jon. (The Purdue Page). |
Anton, Jon |
Column |
Nov 1, 2002 |
581 |
| Who can benefit today from an IP contact center? |
|
|
Nov 1, 2002 |
192 |
| L.A. ready to unveil user-friendly system for City Hall calling. (Up Front). |
Fine, Howard |
Brief Article |
Oct 28, 2002 |
241 |
| Live from the contact center: balancing self-service and the human touch. (Customer Relationship Management). |
Zirn, Markus |
Column |
Oct 1, 2002 |
1753 |
| Remote agents: a new force for the call center. (Call Center/CRM Management Scope). |
Houlne, Tim |
Industry Overview |
Oct 1, 2002 |
2044 |
| Logging and Monitoring Equipment Roundup: these companies can provide logging and monitoring solutions that will fit the needs of your contact centers. (Product and Services Selection Guide). |
|
Directory |
Oct 1, 2002 |
602 |
| Ask Dr. Jon. (The Purdue Page). |
Anton, Jon |
Column |
Oct 1, 2002 |
610 |
| Update on India: an option for call center outsourcing. (Outsourcing). |
Lappin, Daniel |
|
Aug 1, 2002 |
1259 |
| COPC offers new services. (New Products). |
|
Brief Article |
Jul 1, 2002 |
108 |
| Contact center buildings and sites. (Relocations). |
Beatty, James |
|
Jul 1, 2002 |
1229 |
| Inbound teleservices outsourcing enjoys explosive growth: 29.1%. (Publisher's Outlook). |
Tehrani, Nadji |
|
Apr 1, 2002 |
2597 |
| Seventeenth-annual Top 50 outbound Teleservices Agencies Ranking. (Outsourcing). |
|
|
Mar 1, 2002 |
5250 |
| One size does not fit all: Targeting your contact center services for better ROI. (E-Sales - E-Service). |
Wilson, Brad |
|
Mar 1, 2002 |
1840 |
| iPass and TechTeam collaborate. (Breaking News). |
|
Brief Article |
Mar 1, 2002 |
146 |
| VoIp in the call center: A guide to call quality and SLA metrics. (Communications Solutions[TM] Feature). |
Massad, Bob |
|
Mar 1, 2002 |
1821 |
| Connected TLM v. 6.1. (TMC[TM] Labs Review). |
|
Product/Service Evaluation |
Mar 1, 2002 |
1991 |
| Reaping the benefits of wireless: Minnesota hospital consortium improves patient care with bedside network access. (What Works: Wireless). |
|
|
Feb 1, 2002 |
1109 |
| Former AT&T Call Center Executives Launch Customer Interaction Center. (RE: Locations). |
|
Brief Article |
Nov 1, 2001 |
99 |
| AFFINA Is Texas Bound. (RE: Locations). |
|
Brief Article |
Nov 1, 2001 |
113 |
| Aegis Locates In Rocky Mount. (RE: Locations). |
|
Brief Article |
Nov 1, 2001 |
88 |
| 70% Of Call Centre Fail To Meet Targets. |
|
|
Aug 1, 2001 |
393 |
| Customer interaction monitoring: your key to measuring service performance. |
ALBAN, OSCAR |
|
Apr 18, 2001 |
1537 |
| Teleservices Company Launched, Acquires A Pair Of Centers. |
|
|
Feb 1, 2001 |
168 |
| Sault call centre. |
|
Brief Article |
Nov 1, 2000 |
133 |
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