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July 1999

IN FOCUS
13th-Annual Corporate Profiles

CALL CENTER MANAGEMENT SOLUTIONS™

The New Business Environment: CTI In ECM
Architecture
By Greg Stack, Technology Solutions Company

Illuminating The Dark Side Of CTI (Sidebar)
By Gary Hill And Bill Durr, Rockwell Electronic Commerce

Tactics To Turbo Charge Multinational Call Centers
By Bernie Shaw, British Telecom North America, Inc.

E-SALES--E-SERVICE.COM
Autobytel.com Humanizes E-Commerce Through Its Call Center
By Erik D. Lounsbury, Editor, C@LL CENTER Solutions

Rethinking E-Commerce Service
By Michael Bettua, Silknet Software

Bringing Knowledge To Customer Service
By Alan Kessler, 3Com Corporation

So, You Want To Be An Internet Shopkeeper?
Ten Golden Rules For Keeping The Online Cash
Register Ringing (Sidebar)

By Marco Argenti, Internet Frontier

Preparing Your E-Commerce Call Center With A
Customer-Centric Technology Framework
By Bruce Talley, Hewlett-Packard Customer
Relationship Software

E-Sales--E-Service.com News

TELESERVICES OUTSOURCING

Optimize Your Investment In Financial Services Outsourcing
By Karen Beck, Sky Alland Marketing

CALL CENTER TECHNOLOGY SOLUTIONS™
Humanize Your Web Site

Tips For Call Centers Considering Web Enablement (Sidebar)
By Stephen Wood, Ovum, Inc.

HUMAN RESOURCE DEVELOPMENT
Not The Same Old Script
By Rita Dearing, TeleDirect International, Inc.


June cover


DEPARTMENTS
Publisher's Outlook
High Priority
Technology Highlights
Call Center News™

TMC LABS
Blue Pumpkin’s PrimeTime Software

 







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