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November 1999

IN FOCUS
Headset Selection Tips: Considering The Basics For Agent Comfort And Productivity
By Joe McGrogan, Plantronics, Inc.

Call Center Headsets: Designed For The Customer By The Customer
By Roland Nutter, GN Netcom, Inc.

CALL CENTER TECHNOLOGY SOLUTIONS
PC-PBX And PC-ACD Integration For A Cutting-Edge Call Center
By Vince Corning, Picazo Communications, Inc

CALL CENTER MANAGEMENT SOLUTIONS™
Support Technologies Roundup

Buying Support Technologies (Sidebar)
By Cassandra Millhouse, Ovum

E-SALES--E-SERVICE.COM
Shore Up Web Self-Service Solutions For Ultimate CRM
By Dara Bloom, Editor, TMCnet.com

E-Sales--E-Service.com News

Can We Talk?
By Zoltan A. Poleretzky, WebLine Communications Corp.

VoiceXML: Surfing With Speech (Sidebar)
By Bruce Eidsvik, Array Systems Computing, Inc.

HUMAN RESOURCE DEVELOPMENT
Building Prospect Relationships For Business-To-Business Sales
By Christopher Ryan, Saligent Software, Inc.

TELESERVICES OUTSOURCING
Outsourcing Your Healthcare Teleservices: Don’t Let It Be A Prescription For Disaster
By Christine J. Holley, Interactive Intelligence, Inc.

CTI™ EXPO Fall 1999 Preview


November cover


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

TMC LABS
PNX ACD V.3.0 From
PakNetX Corporation

Protect Your Investment — Build Your Office With
Modular Components
By Tom Keating And Evan Koblentz, TMC™ Labs







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