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CUSTOMER INTER@CTION Solutions

April 2004
CUSTOMER RELATIONSHIP MANAGEMENT
Providing Champagne Service On A Beer Budget

By Basil Bennett, WillowCSN
Your customers expect high-quality service and attention, regardless of the size of your operations. While the challenge of providing quality customer service remains the same, small and medium-sized businesses are charged with providing this with fewer resources.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Customer Inter@ction Solutions Magazine's Nineteenth-Annual Top 50 Inbound Teleservices
Agency Ranking

This is the nineteenth year Customer Inter@ction Solutions' magazine brings you its 'Top 50' Teleservices Agency Ranking. In this issue, we're presenting the 'Top 50' inbound portion of the ranking. (The outbound portion of the ranking was highlighted in the March 2004 issue.) Since its inception in 1986, our 'Top 50' ranking has been used as the benchmark for choosing large-capacity/sized teleservices agencies.

CALL CENTER/CRM MANAGEMENT SCOPE
VoIP In The Call Center: Have We Found The Holy Grail?

Case Study: Accounts Recovery Corporation Gains Competitive Advantage From VOIP Call
Recording And Monitoring Technology

CUTTING-EDGE TECHNOLOGIES FOR THE CONTACT CENTER
Contact Centers For A Virtual World

The Blended Contact Center: Myth Or Reality? The Keys To Building A Unified Inbound And Outbound Call Center Operation

Improving The Quality Of Post-Sales Technical Support Through Virtual On-Site Technology

COMPLIANCE TECHNOLOGIES AND SOLUTIONS
Wireless Number Portability: The Compliance Conundrum

By Joe Sanscrainte, Call Compliance, Inc.
Although databases of the majority of wireless number exchanges exist, there are a number of wireless numbers that are not identified within these databases. Preventing predictive dialer calls to wireless number exchanges, in the absence of a complete database of such numbers, poses a major compliance difficulty for teleservices professionals.

April 2004

DEPARTMENTS
   Publisher's Outlook

   High Priority!

   TMC LABS
This month, TMC' Labs takes a look at Moonfire's DialVision.

Daily Breaking News!
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