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Henning Schulzrinne, Associate Professor of Computer Science and Electrical Engineering at Columbia University and co-author of the session initiation protocol (SIP), is involved in precisely this type of effort. Schulzrinne agrees with most proponents of Internet telecom that one of the central goals of an IP voice infrastructure is to open telephony to the broad-based, prolific development community of the web. Platforms that support standard web programming languages and tools, however, are only the first step.

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Henning Schulzrinne, Associate Professor of Computer Science and Electrical Engineering at Columbia University and co-author of the session initiation protocol (SIP), is involved in precisely this type of effort. Schulzrinne agrees with most proponents of Internet telecom that one of the central goals of an IP voice infrastructure is to open telephony to the broad-based, prolific development community of the web. Platforms that support standard web programming languages and tools, however, are only the first step.

FrontRange Solutions, 800-776-7889.

$6.1 Billion Lost in Sales Because of Insufficient On-line Customer Service

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According to a report from Datamonitor, a global market analysis firm, companies could have prevented a loss of $6.1 billion in on-line sales in 1999.

Over the next five years, Datamonitor predicts, the potential cumulative loss of sales from on-line consumers could exceed $173 billion. The cause of lost sales, according to Datamonitor's report, The US Market for Internet-Based Customer Service, will be poor on-line customer service.

Datamonitor's report surveyed 330 companies, and also included the results of Datamonitor's Impact study, which polled 16,000 consumers.

century e-plus ac motor

The average company could have improved its on-line sales figures by almost 35% last year if it had provided better on-line customer service for potential customers,” said Datamonitor consultant Steve Morrell.

Datamonitor, 212-686-7400.

century e-plus ac motor

Survey Suggests CRM Implementation Has a Way to Go

Forrester Research’s survey of 40 executives from leading companies based in the US and 20 executives from leading companies based in Europe found that 48% of the executives believed their companies knew about problems before customers did.

65 : After establishing itself among the leaders in systems that routed data, Cisco acquired GeoTel for $4 billion. Founded by Call Center Magazine Hall of Fame inductee G. Wayne Andrews, GeoTel was among the first companies to offer systems for routing calls among multiple locations and helped make the concept of distributed call centers a reality.

66 : Is hands-on training for agents at your call center crucial to providing good customer support? Just ask Crucial Technology, a manufacturer of memory expansion modules. The company, based in Meridian, ID, trains agents to install memory and ensures they acquire enough technical knowledge to communicate effectively with each customer.

67 : Is locating a call center in Las Vegas a gamble? Not if you offer amenities for agents like The California State division of the American Automobile Association does. The center contains a cafeteria with an outdoor patio and a relaxation room. Agents can visit a wellness center with exercise equipment that remains open 24 hours a day. Two full-time trainers help agents design their individual workout plans, and the center also offers classes on how to lose weight, quit smoking and perform CPR. The company also pays for job-related courses at local community colleges.

68 : In the early days, call center managers did it all. We hired, trained, coached, took calls, fought daily fires, watched the service level, did the scheduling (on greenbar paper no less), monitored, formatted and ran reports, acquired technology, installed the network and cabled new stations,” says Kathryn Jackson. Today we have dedicated people and teams supporting us because one person alone cannot manage the complexity. We have service level groups, organizational development people, resource management groups, help desks, quantitative analysis gurus, complaint management groups, research groups, information technology groups, telecomm experts and human resources professionals – just to name a few.”

69 : Aleksander Szlam, who founded, Melita International in 1983, is credited with the invention of the predictive dialer. In 1993, Szlam patented call blending, which enables agents to switch between handling inbound and outbound calls. Melita, named after Mr. Szlam's sister, now goes by the name eShare after it acquired the on-line communications company last year.

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