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September 1999

IN FOCUS
Call Centers: Setting Your Sights
By Richard M. Gatto, The Alter Group

The Economic Developer’s Perspective And Tips For Locating Your Call Center
By Bob Glover, Economic Development Services, Inc.

Making The Right Call On European Site Selection
By Leighton Wildrick, International Business Development Corp.

CALL CENTER TECHNOLOGY SOLUTIONS
Logically Handling Mulitple Channels Of Customer
Interaction
By Ofer Matan, Ph.D. And Shannon Hughes, Blue Pumpkin Software

Outsourcing Workforce Management — Another
Alternative (Sidebar)
By Al Cuccinelli, Interactive Software Systems

Darwinian Call Centers
By Dennis Cox, Pipkins, Inc.

What Difference Does One Person Make? Understanding Call Center Staffing And Service Tradeoffs (Sidebar)
By Penny Reynolds, TCS Management Group, Inc.

CALL CENTER MANAGEMENT SOLUTIONS™
Integrating And Selecting Outbound Call Center Technologies
By Erik Haagensen, POINT Information Systems And Mitch Pierce, Logica

An IP Call Center? Not So Fast! Riding The IP Wave Without Wiping Out (Sidebar)
By Bruce Tsuji, Mitel Corporation

E-SALES--E-SERVICE.COM
When It Comes To Web-Based Customer Service, A Number Is Worth A Thousand Pictures
By Marc Robins, TMC Associate Group Publisher™

E-Commerce Security
By Kevin Grumball, Actinic Software

E-Sales--E-Service.com News

TELESERVICES OUTSOURCING
Increasing A Call Center’s Effectiveness
By Peter Bendor-Samuel, The Everest Group

HUMAN RESOURCE DEVELOPMENT
Eight Steps To A Superior HR Services Center
By Michael George And Gary Lowe, Interlynx Technology

BUYERS' GUIDE 2000
C@LL CENTER  Solutions™ 2000 Buyer’s Guide Enhanced Listing Form

C@LL CENTER Solutions™ 2000 Buyer’s Guide Free Listing Form


September cover


DEPARTMENTS
Publisher's Outlook
Sidebar
Removing Complexity And Cost From Your Call Center Strategies
By Marcus Heth, Oracle Corporation

High Priority
Technology Highlights
Call Center News™
Corpus Juris
Letters To The Editor

TMC LABS
Phonetic System’s PhoneticOperator

Locus Dialogue’s Liaison.







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