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CUSTOMER INTERACTION Solutions

March 2005

INNOVATIVE IDEAS FROM THE TELESERVICES EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY WEST CORPORATION
Extending In-House Call Capacity With Home Agents
By West Corporation

A Wallflower's Perks: Selling The Work-From-Home Concept To Attain Higher-Quality Agents
David R. Butcher, Assistant Editor, Customer Interaction Solutions magazine

CUSTOMER RELATIONSHIP MANAGEMENT
CRM For The SMB Market: Five Considerations For Making A Smart Decision
By Ed Dempsey, WiredContact Worldwide, Inc.

OUTSOURCING TELESERVICES
Twentieth Annual Top 50 Teleservices Agencies Ranking (Outbound)

CONTACT CENTER TECHNOLOGY
Customers Love Online Interaction
By Cindy Curtin, Proficient Systems

Saving Speech Recognition
By Michael Chavez, ClickFox

IP CONTACT CENTER
IP Contact Center Technology Pioneer Award

INNOVATIVE IDEAS FROM THE NEXT-GEN CONTACT CENTER EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY TELEPHONY@WORK
IP Contact Center Technology: What You Need To Know (Part II) Multisite Contact Center Technology Centralization: Eliminating The Risks
By Eli Borodow, Telephony@Work and Kevin Hayden, TELUS Communications Inc.

The Call Center Uncentered
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions®

Customer Interaction Solutions March 2005

DEPARTMENTS
Publisher's Outlook

High Priority!

Speech-World: News and Feature Articles (PDF)

Daily Breaking News!
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