2000年7月10日 CCNS新闻

CTI论坛翻译


报告:4/5在线交易被取消

根据Datamonitor - 一家市场分析公司 - 的最新报告,7.8%被取消的在线交易可以补救,并且转为销售额。这相当于1999年损失了$60亿的电子商务销售量。如果这种趋势继续发展,Datamonitor预测在未来的5年内,累计的损失(潜在的可挽救销售量)将超过$1730亿美元。新的报告,标题为“美国基于因特网客户服务的市场”,建议,点com公司需要提供更好的“电子服务”或在线客户服务,以阻止业务的流失。

Report: 4 of 5 Online Transactions Abandoned

According to a new report from Datamonitor a market analysis firm, 7.8 percent of abandoned online transactions could be salvaged and converted to sales. This translated into $6.1bn in lost eCommerce sales in 1999. If this trend continues, Datamonitor forecasts a cumulative loss of more than $173bn in potentially salvageable sales over the next five years. The new report, titled "The US Market for Internet-Based Customer Service," suggests that dot.coms need to supply better "eService" or online customer service to stop running in the red.


Quicknet提供Linux版本

Quicknet科技公司宣布他们新的密集因特网电话产品Linux专用版本系列。Linux专用版本产品捆绑Quicknet的高性能板卡与Quicknet的开放源码Linux驱动程序。另外,每一个Linux专用版本驱动程序磁盘包括一个HTML页面,链接到基于Linux的电话站点。

Quicknet Offers Linux Edition

Quicknet Technologie announced their new Linux Special Edition family of density Internet Telephony products. The Linux Special Edition products bundle Quicknet's high performance cards with Quicknet's open-sourced Linux drivers. In addition, each Linux Special Edition driver disk includes an HTML page with links to Linux-based telephony sites.


TBC咨询推出训练工具

TBC已经开发了一个平台,它将排名列表与基于Web的质量保证和数字录音集成在一起,称作SamePage。与SamePage的集成允许用户通过Web,以合理的费用访问趋势数据和记录的呼叫数据。TBC在电信业务的呼叫市场上提供本地电话号码。这些号码将自动前转到TBC的(位于Hartland,New Brunswick)质量保证设备上。呼叫将引导到在Hartland的指定位置,在这里,电话将收到应答“你好”。TBC的数字录音器开始录音,录音时间从电话振铃起到呼叫结束自动停止。质量训练(QC)将扮演客户的角色,包括询问问题,利用反对意见等。一旦呼叫被记录,一次QC将回顾记录并为呼叫评分。所有评分将被输入到TBC的可定制的SamePage基于Web的应用中。

TBC Consulting Debuts Coaching Tool

TBC has developed a platform, which integrates list seeding with web-based quality assurance and digital recording, called SamePage. This integration with SamePage allows users to have access to trendable and recorded call data via the web in a very cost effect manner. TBC provides local telephone numbers in the calling markets of the teleservice initiative. These numbers will be automatically forwarded to TBC's Hartland, New Brunswick quality assurance facility. The calls will be directed to a dedicated position in Hartland where the phone will be answered "hello." TBC's digital recorder will begin recording from the time the phone rings and stop automatically when the call is finished. The Quality Coach (QC) will play the "customer" role, including asking questions, utilizing objections etc. Once call is recorded, a QC (Quality Coach) will review the recording and score the call. All scoring will be entered into TBC's customizable SamePage web-based application.


CF1新的电子支持工具

Control-F1今天宣布,推出CF1Live。软件供应商和外包支持提供商可以使用Control-F1的旗舰产品CR1Live Web站点,提供品牌,主机和租用一个可获得帮助的电子支持门户。通过配置Control-F1,支持供应商可以为他们的客户,通过简单点击Web链接,提供获得技术帮助的能力。Control-F1具有重新获得关于PC机的非常详细的信息的能力,这种能力与最终用户输入无关。实际上,在技术人员后台诊断和修复问题的时候,用户可以写email或在web上冲浪。所得到的好处是具有更快速,更有效的支持呼叫,增加了生产力,减少了支持费用。

CF1's New Esupport Tool

Control-F1 announced today the launch of CF1Live. Software vendors and outsourced support providers can use Control-F1's flagship CF1Live web site to brand, host and rent an assisted eSupport Portal. By deploying Control-F1, support providers can give their clients the ability to get technical assistance simply by clicking on a web link. Control-F1 has the power to retrieve very detailed information about a PC, independent of end user input. In fact, the user can be writing email or surfing the web while the technician diagnoses and fixes the problem in the background. The benefit is faster, more effective support calls, increased productivity and decreased support costs.


蒙特利尔银行使用“Fit Index"

DeGarmo集团公司,一个管理/人力咨询公司,已经宣布,位于蒙特利尔,Quebec,加拿大的蒙特利尔银行使用呼叫中心Fit Index基于web测试系统(CCFIweb),作为他们的雇用客户服务代表录用前的选择过程的一部分。CCFIweb是一个20分钟录用前测试工具,专为呼叫中心降低主动雇员流失率而设计。基于过去的研究结果,蒙特利尔银行可以期望将每年的流失水平减少到28% - 45%。蒙特利尔银行决定选择每月一次的每个申请者发货计划,这样可征收每年的授权费。

Montreal Bank Using "Fit Index"

The DeGarmo Group, Inc., a management/HR consulting firm, has announced that Bank of Montreal located in Montreal, Quebec, Canada will begin using the Call Center Fit Index web-based test (CCFIweb) as part of their preemployment selection process for hiring Customer Service Representatives. The CCFIweb is a 20-minute preemployment test designed specifically for call centers to reduce voluntary employee turnover. Based on past research, Bank of Montreal can expect to reduce annual turnover levels by as much as 28% - 45%. Bank of Montreal opted for the per-applicant monthly invoicing plan which does impose an annual licensing fee.

 

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