Staff Leasing Adds A Human Touch To Its Web Site

How a human resources company enables its corporate customers to reach agents and view reports on-line.

Piecing Together A Customer Care Network

How some companies set up networks of call centers to serve customers.

Your Call Center's Specialists

How consultants prescribe and recommend the services, systems and techniques to maintain and improve the health of your call center.

The Many Roles of Middleware

How computer telephony middleware allows call centers to gather information about callers.

Call Center Management Practices That Maximize Productivity, Customer Loyalty, Employee Satisfaction

How to increase the value of your call center to your company.

A Changing Landscape

More businesses will look to call centers not as telecom operations but rather as customer service operations.

Q-Link Technologies' Q-Link e-Service System

Software suite lets you create rules for on-line correspondence.

Assessment Solutions' REPeValuator

Software for screening candidates for jobs within your call center.

Chordiant's Chordiant 2.0

Software that lets you establish rules for managing customers' transactions with agents.

Teloquent's Web ContactServer 2.1

Software that lets customers contact agents from a company's Web site.

The Purdue Page

Dr. Jon illustrates how to compare your call center's performance with a group of similar centers using the "Peer Group Performance Matrix".

Imagine's Visual Meeting

Enables agents to assist customers by phone, over the Internet or by videoconferencing from their PCs.