call centers News and Other Resources

Articles

Members disagree on managing time between help desk calls

July 15, 2003 7:00am PDT

When a new help desk manager asked for suggestions on how to manage his team, TechRepublic members weren't shy about responding. But not everyone agreed on what to do.

40 Latest comment by AaronTech

Downloads

Brother MFC-3220C USB 1.0.3.0 (Windows)

July 15, 2003 12:00am PDT

Brother MFC-3220C USB:The MFC-3220C multi-function center (MFC) is ideal for your home or home office, offering color inkjet printing (up to 12 ppm color, 14 ppm black), color copying, color...

Provided by: Brother International

Downloads

Brother MFC-3220C USB 1.0.3.0 (Windows)

July 15, 2003 12:00am PDT

Brother MFC-3220C USB:The MFC-3220C multi-function center (MFC) is ideal for your home or home office, offering color inkjet printing (up to 12 ppm color, 14 ppm black), color copying, color...

Provided by: Brother International

Downloads

Brother MFC-3220C USB 1.0.3.0 (Windows)

July 15, 2003 12:00am PDT

Brother MFC-3220C USB:The MFC-3220C multi-function center (MFC) is ideal for your home or home office, offering color inkjet printing (up to 12 ppm color, 14 ppm black), color copying, color...

Provided by: Brother International

Downloads

CD Jewel Case Creator 3.6 (Mac)

July 11, 2003 12:00am PDT

Make beautiful, professional-looking CD and DVD Jewel Case Inserts and Labels for your personal or business use easily and effectively! Now you can create your own beautiful and professional CD...

Provided by: AMF

Downloads

Epson Software Film Factory 2.5 (Mac)

July 10, 2003 12:00am PDT

Film Factory is designed to allow you to organize, enhance, and print your photos. This software makes your Mac an organized photo library and processing center. It lets you enhance photos in...

Provided by: Epson America

Downloads

Epson Software Film Factory (OS X) 2.5 (Mac)

July 10, 2003 12:00am PDT

Film Factory is designed to allow you to organize, enhance, and print your photos. This software makes your Mac an organized photo library and processing center. It lets you enhance photos in...

Provided by: Epson America

Articles

Keeping the lines open when disaster hits the call center

July 8, 2003 7:00am PDT

Tips for designing a call center disaster plan

Downloads

Elephant Backup 1.0 (Windows)

July 8, 2003 12:00am PDT

It's a new kind of backup software, one that you can set up and forget, knowing that your data is being backuped up safely. When the time comes to restore any of your data, it's available...

Provided by: Elephant Backup

Articles

Ways to avoid making angry help desk callers even angrier

July 7, 2003 7:00am PDT

Nothing is worse than taking an irate customer's anger up a notch by saying something you shouldn't. Follow this advice on understanding your callers' ire and learn ways you shouldn't react.

54 Latest comment by lefty2ndbaseman@...

Articles

Establish policies for communicating bad news to users

July 1, 2003 7:00am PDT

Delivering bad news to end users is tough, but when communicated badly or too soon, it can turn into trouble. Reduce the risks and make the process easier by publishing guidelines for your tech...

29 Latest comment by WSL91

Downloads

BabeX 1.12 (Windows)

June 27, 2003 12:00am PDT

BabeX is an Excel add-in that has been written to help parents track their baby's growth and development. The baby's weight, length, and head circumference can be plotted along with standard...

Provided by: WAA

Articles

PropWeb offers totally online call-tracking solution

June 24, 2003 7:00am PDT

Many help desk systems have optional Web interfaces, but PropWeb offers a completely online help desk solution that gives traditional client/server-based systems a run for their money.

9 Latest comment by himesh kotre

Articles

Write your help desk's mission statement to raise team awareness

June 24, 2003 7:00am PDT

One sure-fire way to improve help desk morale and raise awareness of your technical support team is to write a help desk mission statement. Get some tips on what to include and find some samples...

9 Latest comment by RobSt

Articles

IVR helps virtual shopping mall with seasonal hiring frenzy

June 23, 2003 7:00am PDT

Faced with hiring hundreds of people every holiday season, virtual retailer QVC got help from a workflow automation tool. Here's how it implemented the tool to save on the yearly hiring process.

Articles

Tips for identifying burnout in yourself and your staff

June 23, 2003 7:00am PDT

If you're frustrated, angry, or just don't care anymore, you're probably experiencing burnout. Learn the most common symptoms and ways to positively identify burnout before it ruins your staff or...

15 Latest comment by ryoung@...

Downloads

Angel GIF ActiveX Control 2.2 (Windows)

June 23, 2003 12:00am PDT

Angel GIF ActiveX Control is an ActiveX control to display GIF file (still and animation) in OLE Container or float around screen. It supports all GIF89a standard, including transparent,...

Provided by: Longtion

Articles

Don't shy away from verifying a job candidate's resume claims

June 19, 2003 7:00am PDT

Though it may not be the most comfortable thing to do, verifying a job candidate's claims and credentials is mandatory when you consider the price of hiring someone who has been less than honest....

5 Latest comment by Anthea