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June 1999

IN FOCUS
Customer Interaction Software: Three Critical Steps Lead To The Right Purchase
By Stephen Pace, POINT Information Systems, Inc.

Tips To Evaluate Customer Interaction Software (Sidebar)
By Albert Subbloie, IMA

Implementing Call Center Software Packages
By Robert Tekiela, Sapient Corporation

CALL CENTER MANAGEMENT SOLUTIONS™
Need Venture Capital? Ten Ways To Get It
By David Lincoln And Scott Ungerer, EnerTech Capital Partners

E-SALES--E-SERVICE.COM
Chatterbots: The Future Of Web-Based Customer Service And Support
By Dara Bloom

E-Sales--E-Service.com News

Managing Customer Relationships For E-Commerce Business
By Robert Griggs, Eliance Corporation

Poor Service Puts E-Profits At Risk (Sidebar)
By Tim Guleri, Octane Software, Inc.

Get Ready For Enterprisewide Changes When E-Commerce And Call Centers Integrate: Part Two
By Bruce Talley, Hewlett-Packard Customer Contact Software


TELESERVICES OUTSOURCING


Teleservices Agency Who's Who Roundup

Co-Sourcing: A Winning Alternative To Outsourcing Call Center Operations
By Frank L. Fuhrman, Telerx

DialAmerica: Corporate Pride In A Job Well Done
By Erik D. Lounsbury, CALL CENTER Solutions

CALL CENTER TECHNOLOGY SOLUTIONS™

When You Think "Monitoring", Think "John Smith"
By Ron Elwell, Dictaphone Corporation

Call Logging And Monitoring: Essential For Teleservices (Sidebar)
By Tony Procops, ASC Telecom

Formula For Success: Major Teleservices Outsourcer Relies On Call Logging And Monitoring
By Martin Anderson And Susie Cook, Priority Fulfillment Services, Inc.

HUMAN RESOURCE DEVELOPMENT
Using Quality Monitoring To Enhance Performance And Improve Morale
By Rodney Kuhn, Envision Telephony


June cover


DEPARTMENTS
Publisher's Outlook
Letters To The Editor
High Priority
Technology Highlights
Call Center News™
Corpus Juris
On The Line

TMC LABS
eShare's NetAgent Customer Interaction Center Version 2.1

WEB EXCLUSIVES:
Probe Below The Surface For The Best
By John Nash, South Carolina Department Of Commerce

 







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