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- My Experience with Dell's Namastechnical Support
- Despite my dislike for all things outsourced, my first experience with DELL's call center in India was a largely positive one. So this week, during a particularly intense session of software testing, the 500GB hard drive on my DELL Precision 530 decided to...
- Blog posts 2009-06-24
- Botnet hijack: Inside the Torpig malware operation
- Botnet hijack: Inside the Torpig malware operationAnd this is just one we know about. Who needs to be concerned about this the most?Fight fire with fireI wish more security researchers would start using the same type of analysis and intrusion techniques against malware that the cybercriminals are using against our...
- Discussion threads 2009-05-04
- Yaofang.com Builds a High Efficiency Platform for Customer Service
- Yaofang.com wanted to expand the functionalities of the call center system to enable medical experts and staff to attend to customer queries through several channels and introduce new customer contact points to provide a better customer experience and stronger medical support services. The challenge was to enable the sales team...
- Case studies 2009-05-01
- IT scapegoats and blame
- IT scapegoats and blameAccountability and moving onGood article. Management and IT lackeys alike should heed the suggestions at the end of this article. Don't be afraid to analyze areas where you could have done better. Such mistakes are your springboard to improvement, not black marks that will...
- Discussion threads 2009-04-15
- Is the call center finally coming onshore?
- Is the call center finally coming onshore?Excellent articleI hate talking to people overseas when I have a problem or need a loan. I would pay extra to talk to an American. We definitely need to stop all our jobs from going overseas. Buy American people - put someone back to...
- Discussion threads 2009-02-28
- Is the call center finally coming onshore?
- Protectionist sentiment is swelling. The Buy America provisions in the stimulus bill are symbolic of the increasing resentment towards jobs and work going overseas. I have already seen this provision included in some sourcing RFPs from healthcare organizations and other companies benefiting from bailout money, or with significant public sector...
- Blog posts 2009-02-28
- Axon 2.02 (Windows)
- Axon is a free virtual PBX designed to manage calls in a business or call center. Any business, whether small or large, can now implement a scalable VoIP based PBX by installing this software on any Windows PC. The software works as a fully featured telephone switch connecting to phone...
- Software downloads 2009-02-11
- Kichler Lighting Reduces Call Center Volume by 38% With Web-Based, Self-Service Dealer Portal
- As business grew, Kichler's customer service call centers faced large volumes of calls from individual dealers requesting information. Dealers would often call to check the status of an order, the availability of an item, or an estimated time-to-delivery for a recently scheduled shipment. The telephony-based call centers restricted customers' access...
- Case studies 2009-02-01
- Mining Customer Care Dialogs for "Daily News"
- As large-scale deployments of spoken dialog systems in call centers become more common, a wealth of information is gathered about the call center business as well as the operation of these systems from their daily logs. This paper describes the "VoiceTone Daily News" data mining tool for analyzing this information...
- White papers 2009-01-01
- Getting customer service right
- All of a sudden, I was getting worried. A couple months ago the customer service for our SIS really hit the "less than stellar" mark. X2, a company that I chose largely because of outstanding customer service, in addition to a great web-based product, was suddenly taking weeks...
- Blog posts 2008-10-27
- Express Scripts Uses PeopleAnswers' Software; Turnover Drops 39%
- Express Scripts maintains several call centers in which representatives assist patients and providers with their prescription drug needs. PeopleAnswers' online assessment solution was selected to improve employee retention, reduce the unavoidable expenses of employee turnover across a vast employment network, and thereby maximize the service level in Express Scripts' multiple...
- Case studies 2008-09-30
- Lokad Call Center Calculator 1.0.1179 (Windows)
- Don't waste time or money on your call center schedules. Too much staff and expenses get out of control. To few staff and your customers get mad because of the long waiting queues. Start optimizing staff levels. Import data from call center applications or from Excel. Easy 1-click staff optimization...
- Software downloads 2008-09-04
- Salesforce acquires InStranet; Will take it SaaS and better target call centers
- Salesforce acquires InStranet; Will take it SaaS and better target call centersVery much in line with what SaaS providers needThe acquisition of a call center platform is very much in line with what is needed to deliver SaaS effectively. A robust SaaS delivery platform must include order provisioning, call center,...
- Discussion threads 2008-08-20
- Inbound Call center Profit Book 1.1 (Windows)
- Inbound Call center Profit Book will teach you how to think Beyond the usual. Inbound call center: Why and Why not? Every successful business reaches a point where they can no longer handle all of their customer requests or calls on their own. There are many reasons for the same....
- Software downloads 2008-08-12
- Advanced Call Center 7.0 (Windows)
- Advanced Call Center is a full-featured yet easy-to-use answering machine software for your voice modem. All necessary functions are supported: Caller ID lets you see and hear who's calling via screen pop-ups, distinctive rings and caller's name announcement with speech synthesis. "Black" and "white" list functions filter calls based on...
- Software downloads 2008-07-28
- L'Oreal Brasil Integrates Data From Call Center to E-Commerce and Extracts Reports in Minutes
- L'Oreal Brasil wanted to implement a customer relations system to integrate many call center services - customer service, beauty professional services, and skin surveillance - with the e-commerce system and advertisement agencies databases. The challenge was to adopt a solution to cross reference data in order to drive launchings, monitor...
- Case studies 2008-07-01
- Comic Relief Boosts Sport Relief 08 Funds by Handling 100% of Call Center Transactions Electronically
- Comic Relief wanted to process all telephone donations received at the 6,500-seat virtual call center electronically to boost transaction speed, data quality, donor service and identify failed transactions and improve productivity, security and efficiency by eliminating paper records of donations for later processing. The challenge was to make funds available...
- Case studies 2008-06-01
- Scam calls... something we've forgot about?
- Scam calls... something we've forgot about?Pretty sure they can...but why would they? Less money for the phone company, more cost. Until our government makes stronger, more punishing laws around this, nothing will happen.-NateRE: Scam calls... something we've forgot about?Why can't the phone companies trace these calls and shut...
- Discussion threads 2008-05-27
- Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base
- Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps Promero's clients drive sales and deliver quality customer service. The challenge was to empower call center supervisors with real-time functionality and enable...
- Case studies 2008-05-01
- Discover's new call center web app
- Diane Offereins, CIO at Discover Financial Services discusses how the company is making the company's web site and customer call center more seamless by sharing technologies between the two entities. by Administrator
- Blog posts 2008-02-05
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