call
RSS callLeader: Call a spyware a spyware
Leader Symantec has taken to the courts to be able to call web browser tools made by Hotbar.com adware. It's a bit like little Johnny queuing up to ask the teacher for permission to call little Jane naughty for stealing his goldfish. [09 Jun 2005]
Call centres get 'seal of social responsibility'
News The French social affairs minister, Jean-Louis Borloo, has announced new measures designed to help rejuvenate the call-centre sector and polish the sector's reputation - including allowing centres to open on a Sunday and the introduction of a... [18 Apr 2005]
Call centres lose in love stakes
News Customers are increasingly dissatisfied with call centre service - but technologies such as VoIP could help. Global customer satisfaction with call centres has fallen to 68 per cent - down from 82 per cent last year - according to research from... [20 Mar 2007]
News in View: Call centres face Net integration test
News The integration of call centre technology with ecommerce strategy is one of the most pressing challenges for all IT directors, according to Charles Wade, director of enterprise applications at Nortel. [31 Jan 2000]
Call Quality Calibration
White Paper This webcast will describe how Convergys Knowledge Management closed the QA/CSAT gap by creating the Call Quality Calibration (CQC) process. Customer satisfaction is the strongest indicator of a successful agent. [30 Aug 2007]
Call Logging in an IP Environment: Recording Calls Using Intel NetStructure Host Media Processing Software and Open Source Components
White Paper Call logging is an important function in the contact center. As contact centers move to an IP environment, methods of performing call logging will change. This application note describes a "Proxied RTP" system for call logging, and discusses the... [06 Nov 2007]
Leader: Call centre outsourcing - so predictable?
Leader If you work in a public sector call centre in the UK we have a message for you - watch out. After years of experience, it would seem call centres are worse than ever - in terms of the way they serve customers, treat their staff and produce a return... [07 Nov 2003]
Call centres get top billing at insurance conference
News The importance of the call centre was driven home at the insurance and finance sector technology conference in Birmingham this week. Experts at the conference warned that as Internet access through digital TV and GSM handsets takes off, the... [23 Oct 1998]
The Upside of Downsizing: Call Center Growth in Mercosur
White Paper Paper explains how Paging companies are transforming themselves into call centers and what is driving call center growth in Latam. [24 Feb 2004]
"I'm sorry but the computer's a bit slow today" - call centre angst in the 21st century
Comment While the call centre boom may have peaked in Europe, by some estimates such operations will continue to employ one in 25 Europeans over the next five years, and new 'offshore' facilities in countries such as India are booming. [08 Apr 2003]
Call centre horror: Why robots give lousy customer service...
Comment So the Changing Rooms team have been drafted in to tart up a Grimsby call centre, hanging mirrorball (for Fridays) at the ready. It's true call centres have an incredibly bad image. The TUC reckons 1.5 million Britons work in a call centre. [29 May 2001]
Technical Paper: Call Centers & Improved Productivity and Service
White Paper Traditionally, only large corporations could afford the sophisticated technologies of call centers, the hallmark of professional customer service. Call centers integrate the telephones and computers of sales and service workgroups into one system. [13 Jul 2004]
Call centre explosion continues
News The rapid growth in call centres is set to continue - with the 6,000 currently in existence set to increase to 8,000 within the next three years. Despite near universal contempt for the call centre experience, among both employees and customers... [29 Jan 2002]
Nortel Networks Case Study: Call Centre Solutions
White Paper Call Centre Solutions Ltd.is a Call Centre Operator based in Dublin, Ireland. The challenge was to select an advanced, continuously updated, and flexible call centre platform that could support a variety of business operational requirements... [30 Oct 2004]
CALL EXECUTE: A Powerful Data Management Tool
White Paper The SAS System is rich in tools that provide for automated code generation, including the macro facility and the CALL EXECUTE routine. After using CALL EXECUTE to solve some specific tasks, the routine becomes an indispensable tool to the... [13 Sep 2006]
