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October 1999

IN FOCUS
Web-Enabled Contact Centers Move Into The
Mainstream

By Ronald Ball, EIS International, Inc.

Avoiding Customer Service Armageddon
By John Ragsdale, Clarify Inc.

CALL CENTER TECHNOLOGY SOLUTIONS
Logging And Monitoring Techniques: How To
Buy And Why
By Jackie Wiedner, NICE Systems Ltd.

Evaluating Logging And Monitoring Solutions
(Sidebar)
By Kevin Hegebarth,Witness Systems, Inc.

Mission-Critical  Quality Monitoring For The 21st
Century
(Sidebar)
By Michael Tamer, Teknekron Infoswitch Corp.

CALL CENTER MANAGEMENT SOLUTIONS™
Speech Recognition From A Buyer’s Perspective
By Ken Rokoff, PriceInteractive, Inc.

E-SALES--E-SERVICE.COM
It’s In The Way You Use It
By Robert Vahid Hashemian, Webmaster, TMCnet.com

E-Sales--E-Service.com News

Online Customer Contact: How Much Is
Enough?
By Kirk Hendrickson, FaceTime Communications, Inc.

Eight Secrets For Successful E-Service
(Sidebar)
By Greg Gianforte, Right Now Technologies, Inc.

HUMAN RESOURCE DEVELOPMENT
Quality Monitoring Myths And Tips For
Implementation
By Rodney Kuhn, Envision Telephony, Inc.

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

PRODUCT OF THE YEAR
Application Form For C@LL CENTER Solutions™ 1999 Product Of The Year Award


September cover


DEPARTMENTS
Publisher's Outlook
Sidebar
Choices In Your Call Center — What’s In It For You?
By Ed Metz, Call Processing Solutions

High Priority
Technology Highlights
Call Center News™
Letters

TMC LABS
CosmoCall Universe

Web Call-Through Solutions Examined, Part I (Sidebar)







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