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GeneralRe: Cross browser client side coding Pin
Jim Taylor13-Jan-04 22:51
Jim Taylor13-Jan-04 22:51 
GeneralEnough Pin
Paul Watson13-Jan-04 22:58
sitebuilderPaul Watson13-Jan-04 22:58 
Generalhelp about finding a project topic in networking , it should be in java Pin
jay2004jay22-Dec-03 21:56
jay2004jay22-Dec-03 21:56 
GeneralAvatar - Talking Head Pin
watchmany2k18-Dec-03 13:01
watchmany2k18-Dec-03 13:01 
GeneralPlug and Play IP address Pin
Bassam7216-Dec-03 20:32
Bassam7216-Dec-03 20:32 
GeneralPlugins Pin
yarns13-Dec-03 1:13
yarns13-Dec-03 1:13 
GeneralCall Centre Management Project Pin
NikhilGarg11-Dec-03 8:50
NikhilGarg11-Dec-03 8:50 
GeneralRe: Call Centre Management Project Pin
watchmany2k18-Dec-03 13:20
watchmany2k18-Dec-03 13:20 
Humm, do you mean a call tracking system in MS-project or ?

I worked in a global technical call center, we had in house "systems" for
call/escallation tracking, and another system for what is now called a knowledge base.

these can be as simple as a form filled in by the tech in some DB even lotus notes worked so the ticket can be opened appended by other techs, and each ticket assigned a
reference number to give the customer and priority status, and open closed escalated status for reports run daily/hourly.

The techs used inhouse web pages for previous issues that would be common questions by callers -searchable, and even canned "blurbs" of step by steps or FAQ's, online manuals that could be cut and pasted into e-mails to the customer.

We eventually moved to knowledgebase system, that provided the functionality to both customer and tech, and linked the two together if the customer could not find it online, the tech could push it to them. Big bucks, and a team effort to implement, not to mention the staff built the "solutions" and a whole hirearchy for publishing the completed text/doc/faq to the live KB. if you're in a large co, Siebel and Primus come to mind, they have whole integration teams, and help map out the company proceedures, and will even deal with content for a price. We just bought the package and tech support, and support for customization, we developed the content and training and customized it ourselves.

What specifically are your requirements ?



-Watchman
GeneralRe: Call Centre Management Project Pin
Steve S19-Dec-03 2:45
Steve S19-Dec-03 2:45 
GeneralSimple Text Based Machine Tutorial Needed Pin
Tyler Ricardo10-Dec-03 4:49
Tyler Ricardo10-Dec-03 4:49 
GeneralRe: Simple Text Based Machine Tutorial Needed Pin
Sebastián Benítez23-Dec-03 3:40
Sebastián Benítez23-Dec-03 3:40 
GeneralUtilityLibrary Pin
GlennDeBacker29-Nov-03 15:18
GlennDeBacker29-Nov-03 15:18 
GeneralRe: UtilityLibrary Pin
J. Dunlap29-Nov-03 17:17
J. Dunlap29-Nov-03 17:17 
GeneralSyntaxEditor Pin
Thommy Mewes25-Nov-03 13:35
Thommy Mewes25-Nov-03 13:35 
GeneralRe: SyntaxEditor Pin
Niels Penneman8-Jan-04 10:54
Niels Penneman8-Jan-04 10:54 
GeneralRe: SyntaxEditor Pin
Werdna15-Feb-04 17:00
Werdna15-Feb-04 17:00 
Generalopengl rotation Pin
Member 70457324-Nov-03 5:34
Member 70457324-Nov-03 5:34 
GeneralRe: opengl rotation Pin
suiram4025-Nov-03 8:16
suiram4025-Nov-03 8:16 
GeneralFocus grabber Pin
Paul Watson20-Nov-03 5:19
sitebuilderPaul Watson20-Nov-03 5:19 
GeneralRe: Focus grabber Pin
Erik Thompson20-Nov-03 13:50
sitebuilderErik Thompson20-Nov-03 13:50 
GeneralSplash screens Pin
Paul Watson20-Nov-03 20:27
sitebuilderPaul Watson20-Nov-03 20:27 
GeneralRe: Splash screens Pin
J. Dunlap20-Nov-03 20:56
J. Dunlap20-Nov-03 20:56 
GeneralRe: Focus grabber Pin
Michael Dunn21-Nov-03 4:35
sitebuilderMichael Dunn21-Nov-03 4:35 
GeneralRe: Focus grabber Pin
Paul Watson21-Nov-03 11:02
sitebuilderPaul Watson21-Nov-03 11:02 
GeneralRe: Focus grabber Pin
Michael Dunn21-Nov-03 11:17
sitebuilderMichael Dunn21-Nov-03 11:17 

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