agent call management system in comment and analysis
RSS agent call management system in comment and analysis
Sort by: Relevance | Date
Call centres lag behind on IP adoption
Comment In fact amongst contact centres with over 250 agent positions, only 23 per cent continued to use a pure TDM system. For example, an interactive voice response (IVR) system can increase overall productivity because it can handle simple calls without... [01 Feb 2005]
How call centres caught the teleworking bug
Comment For example the pre-routing of the call can be handled in the IP cloud and passed directly to the appropriate agent rather than having to be dealt with in a one call centre and then transferred to another location. [29 Oct 2003]
Multimedia contact centres: The future of CRM?
Comment It is likely to use a mixture of email management, web self-service and web-based live agent help to provide a similar or better experience than customers would get on the telephone. What happens if you implement a badly-designed and patchy web... [12 Sep 2000]
The Bloor Perspective: Linux's OS/2 lesson, smart internet appliances, and Al Gore's email
Comment Tivoli Systems is probably at the forefront of this management revolution with its 'pervasive management' and 'Manage Anything, Anywhere' messages, but others are also working in this area with embedded agent technology that will allow status... [19 Jun 2000]
Keep updated for stories matching agent call management system in comment and analysis via RSS
