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September 1998

CTI, HELP DESK & INTERNET CALL CENTER SOLUTIONS™
The Internet Opens A New Door To Your Business
By Gary Redman, Ameritech Call Center Solutions

Optimize Your Call Center Through Simulation
By Bill Hall, Call Center Services And Jon Anton, Purdue University

CALL CENTER MANAGEMENT SOLUTIONS™
Unify And Conquer: Unified Messaging As Part Of A Total Communications Solution
By Christine Holley, Interactive Intelligence

Beyond Unified Messaging - Welcome To Unified Customer Service
By Tim Henchen And Mark Cope, Nortel

Outsourced Unified Messaging Delivers Best-Of-Breed Technologies
By Pamela Thompson, PulsePoint Communications

TELESERVICES OUTSOURCING
Handling Multilingual Programs With A Teleservices Provider
By Kerry Adler, SITEL Corporation

Managing Multilingual IT Support Centers In Europe
By Joop Heijenrath And Marie Sheahan, Stream International

CALL CENTER TECHNOLOGY SOLUTIONS™
Advances In Headset Technology
By David Egenberger, GN Netcom, Inc.

Headsets: The Technology Behind The Fit
By Nick Eisner, Plantronics, Inc.

SQUARE ONE
The Economic Impact Of Call Center Ergonomics
By Howard L. McKean, Mode Office Systems

Performance, Health And Productivity Linked To Correct Computer Keyboard Use
By Bob Borsari, Mindscape

HUMAN RESOURCE DEVELOPMENT
Remember The True Source Of Sales
By Gary LaPlante, ASHA, Inc.

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DEPARTMENTS
Publisher's Outlook
High Priority
Technology Highlights
Call Center News™
Corpus Juris
Top 50 Update

TECHNO-TALK
Anytime, Anywhere…
We're On Call

By Matthew Vartabedian, Technology Editor, C@LL CENTER Solutions™

TMC™ LABS REVIEWS
POINT Information Systems' TeamPOINT 2.50

SoftBase Systems' NetLert 1.1

 







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