Nobody's Home.

• Position: Brief Article

"Several studies find that only about 30 percent of serious commercial inquiries by e-mail are replied to within 24 hours. Around 40 percent never get any reply at all." So say David Ferris of Ferris Research in San Francisco. Thus, Ferris sees a need to integrate specialized e-mail call center software with phone, post and fax call center software. "Various vendors are working on this, such as eGain," he adds, For most organizations, it'll take about five years until their call centers satisfy the needs of these...