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Pooling Strategies For Call Center Agent Cross-Training
White Papers Then the paper examines the impact of pooling, namely combining two or more departments into a larger department with the agents in the pooled department cross-trained to handle all of the call types of those departments.
[January 1, 1970, 0:59]
Boosting Morale Pays Off For Everyone
News Cross-training can spur morale Cross-training not only improves skill sets, said Nelson, but also can strengthen morale by building unity. Cross-training yields "aggressive, well-rested assets across all critical skills at all times," said Nelson.
[February 4, 2002, 11:38]
Berners-Lee: Web Security A 'never-ending Battle'
News Technical means should be employed to mitigate current Web 2.0 threats, such as cross-site scripting attacks, he said, while good security practice should be encouraged among end users. Cross-site scripting attacks exploit JavaScript flaws to...
[September 21, 2007, 14:37]
Echelon: Sigint Under The Spotlight
News European Members of Parliament have argued that new cross-border tapping systems to deal with serious crime or terrorism mean that totally secret systems like Echelon are anachronistic. In 1999, a Danish newspaper uncovered material from US Echelon...
[June 30, 2000, 9:35]
Cross Match Technologies, Inc. Uses Effective Documentation To Improve Business Processes
White Papers Cross Match Technologies used Oracle Tutor for Applications to develop effective process documentation, training, and reference materials to support implementation and optimize use of the company's Oracle E-Business Suite applications.
[January 1, 1970, 0:59]
National Curriculum Switching Girls Off IT
News A shortage of teachers qualified to teach IT in schools has resulted in a government push for cross-curricular information and communications technology (ICT) learning. Cross-curricular ICT reinforces the gender bias," Ware argued.
[January 17, 2002, 10:31]
Out With The Old, In With The New
White Papers View this pre-recorded discussion with Sam Adkins & Jay Cross of the Workflow Institute. Sometimes it seems that "training doesn't work," "knowledge management doesn't work," and "e-learning doesn't work.
[January 1, 1970, 0:59]
Up-Selling And Cross-Selling: Transforming Your Cost Center To A Profit Center
White Papers In order to build a successful up-sell and/or cross-sell call center, three topics must be addressed - business model issues, training and staffing issues, and technology issues. From the database of thousands of call centers, the authors recruited...
[January 1, 1970, 0:59]
Ace Athlete
Downloads A cross training procedure to help you concentrate, control breathing, conserve energy, and add speed to your game.This version is the first release on CNET Download.com. How to develop a mindset that will put a fiery enthusiasm in each of your...
[June 26, 2008, 1:01]
NICE Systems Case Study: Spherion
White Papers TotalView Skills allowed Spherion to generate schedules that leveraged cross training of agents while maintaining the integrity of the skill volume and average handle time for statistical reporting. Every year, Spherion-managed call centers handle...
[January 1, 1970, 0:59]
A Staffing Algorithm For Call Centers With Skill-Based Routing
White Papers This paper addresses both these routing and staffing problems by exploiting limited cross-training. Call centers usually handle several types of calls, but it usually is not possible or not cost-effective to have every agent be able to handle every...
[January 1, 1970, 0:59]
ViaCAD 2D/3D For Windows
Downloads Effortless cross-plat forming and compatibility. ViaCAD has close to 80 hours of professional quality training videos, very appealing to new users transitioning into CAD. The patent pending user interface lets a user choose between a complete 2D or...
[June 25, 2008, 5:01]
ViaCAD 2D/3D For Mac
Downloads Effortless cross-platforming and compatibility. ViaCAD's user interface appeals to both 2D and 3D users with one package.ViaCAD has close to 80 hours of professional quality training videos, very appealing to new users transitioning into CAD.
[June 26, 2008, 11:16]
10 Things You Should Know About Being A Great IT Manager
White Papers Don't forget about cross-training exercises as well. IT Managers should budget for training and development and encourage staff to participate in events whenever possible. If your budget is tight, explore free regional presentations and workshops...
[January 1, 1970, 0:59]
Projects, Programs And Links - Oh My!
White Papers The past year, Blue Cross Blue Shield of Minnesota deployed SAS Enterprise Guide (EG) v3. It was done with little user training. As new desktop tools are introduced in the work environment it is common to assume that users inherently know how to...
[January 1, 1970, 0:59]
Improving Contact Center Performance By Creating A Dynamic Learning Environment
White Papers Attempting to make more out of less also means agents must now up-sell and cross-sell products and services, which requires them to have thorough knowledge of the company's product/service lines. Agents are handling more sophisticated problems and...
[January 1, 1970, 0:59]
Quad-Core Processors Bring Higher Performance And Lower Cost To Mainstream Computing
White Papers Early tests by a significant cross section of end users have proven the value and efficacy of the architecture. Intel has provided a foundation of software tools and industry training to accelerate industry readiness and adoption.
[January 1, 1970, 0:59]
Match3 Maze
Downloads You cannot cross your own way, so any trek intersections are not allowed. Besides entertainment, this game is a good training tool to master your attentiveness, ability to grasp a full picture and persistence.
[September 11, 2007, 17:46]
Building Educational Metadata Application Profiles
White Papers One of the primary challenges faced by these efforts has been to balance or reconcile local requirements with those presented by domain-specific and cross-domain interoperability. Metadata schemas relevant to online education and training have...
[January 1, 1970, 0:59]
Blind OFDM Channel Estimation Through Simple Linear Precoding
White Papers The transform imposes a correlation structure on the transmitted blocks, which is exploited at the receiver to recover the channel via simple cross-correlation operations. Results show that it compares favorably to the training based scheme used in...
[January 1, 1970, 0:59]
