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12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity.   |
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The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
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Comcast Buy Builds Base Comcast pays $540M for SusCom with an eye toward offering new video and broadband services. |
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February 2003
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A Little Technology Goes a Long Way New tools enhance call center agent productivity. |
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CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
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Siemens Snaps up Chantry The electronics giant reinforces its WLAN portfolio for enterprise customers. |
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Phone Glitches Drive Consumers to Competition Banks, more than most companies, are likely to lose customers when service quality slips... |
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Paul Stockford |
It's Not Your Father's e-Learning The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity. |
Wall Street & Technology
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CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
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Paul Stockford |
Workforce Optimization's Missing Link Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools. |
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IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
T.H.E. Journal
March 2003 |
Case Study: Howard University Takes the 'HiPath' to Campus Connectivity Behind a plan to provide all 4,800 students living in residence halls with enhanced telephone services, access to the university's data network and the Internet, 40 channels of commercial TV, and 10 channels of university TV. All these services were provided through a single faceplate. |
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Microsoft, Siemens Unite on Collaboration The two firms will market and sell the other's communication platforms. |
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Telenor Maps 'Future Proof' Network The Norway carrier hires Siemens and Juniper to offer voice, video and data over a single system. |
AskMen.com
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How To: Get Yourself An Agent Agents are necessary because they understand the industry they specialize in, know the big players and, more importantly, will know how to sell you and your talents, better than you can sell yourself. |
