Back in 1982, when telemarketing was new and Telemarketing(R) magazine was taking its
place as the industry's publication of record, telemarketing's future was far from
certain. Indeed, everyone who participated in telemarketing in those early days was a
pioneer. And who, almost exclusively, provided the sheer people power that propelled the
new industry forward? Women!
It's true. I saw for myself time and time again. When I visited call centers, they were
- without exception - staffed almost entirely by women. And now, 14 years later, we at
Telemarketing(R) & Call Center Solutions(TM) magazine would like to express our
sincere appreciation to all the women who helped the fledgling telemarketing industry take
flight. To recognize the contributions of telemarketing's pioneers, we are presenting in
this issue a special feature - a cover story highlighting the achievements of the
industry's most accomplished women.
From Salesman To Salesperson
At the advent of the telemarketing sales era, many women embraced the new,
telephone-based sales techniques. I feel it is fair to say that without women's early
contributions, we may not have had a telemarketing industry!
Women seized an opportunity and ultimately changed everyone's perceptions not only about
how sales could be accomplished, but about who could sell. Remember, it wasn't that long
ago when sales meant field sales, and it was almost the exclusive preserve of men. Now,
however, it is common to see the word "salesman" replaced by
"salesperson." This isn't just a manifestation of political correctness. This is
reality. Today, a large percentage of sales, customer service, and marketing functions, at
all levels in myriad applications, are handled by women. And in no area of sales are women
better represented than in telemarketing.
Rising To The Top
Many of telemarketing's most accomplished women began as telephone sales
representatives (TSRs), moving on to the supervisory and managerial ranks, then rising to
the top of the corporate ranks. In addition, other women with successful business careers
applied their expertise to telemarketing. Both of these elite, example-setting groups are
featured as part of this issue's cover story.
Also featured in our cover story are the visionary women who recognized the
extraordinary potential of the telemarketing industry and dedicated themselves to leading
businesses that provide technologies as well as training and consulting services that
increase the efficiency, productivity and effectiveness of telemarketing call centers.
These women boldly tackled generally male-dominated domains and have earned leading
positions in companies that fuel the growth of the telemarketing industry by offering
cutting-edge solutions to traditional call center operations.
As you read about the accomplishments of the women who hold these positions of great
esteem in the telemarketing industry, you will be inspired by their achievements and will
come away with a great deal of respect and admiration for these industry leaders. I extend
a hearty congratulations to all the women of the telemarketing industry, who - I am
pleased to say - took the lead in making equal opportunity for men and women a reality in
one of America's fastest growing industries.
WHAT'S IN A NAME?
From Telemarketing� To Telemarketing� & Call Center Solutions™
Effective with the December 1995 issue, our magazine adopted an enhancement to its name.
Telemarketing� is now Telemarketing� & Call Center Solutions™, a name that
better describes what our publication has always done - cover all aspects of the
telemarketing field.
Since its launch in 1982, our magazine has evolved with the industry. For example, we
have alerted our readers to every technological advancement on both the inbound and the
outbound sides. Similarly, our coverage of other call center issues (service agency
selection, recruiting, compensation, regulatory debates, etc.) has always addressed both
inbound and outbound constituencies. Thus, our new name should serve as our notice to the
world that our coverage has embraced and will continue to embrace the entire call center
universe.
From TBT� To TCCS™
Our series of trade shows will also be graced by a new name. TBT� (Telemarketing and
Business Telecommunications�) is now TCCS™ (Telemarketing & Call Center
Solutions™) Conference and Expo. After 21 successful events under the same banner, a
name change was overdue, given the incredible evolution of the industry into all areas of
telecommunications and computer technologies. Nevertheless, our show, like our magazine,
has kept pace with a changing industry despite its more narrowly focused name. Indeed,
both the conference and exhibition components of our show have grown in scope and
sophistication as our industry has matured. Our show, like our magazine, embraces both
inbound and outbound sides of telemarketing. In addition, our show covers diverse issues
ranging from recruiting and training to site selection, from direct marketing/database
marketing to service agency selection, from the latest trends in customer
service/retention/loyalty to the most up-to-date telecommunications and computer call
center technologies, and much, much more.
TCCS™ SPRING '96 Program Announced
We are pleased to announce that TCCS(TM) SPRING '96 will take place in Long Beach,
California from May 20 to 23, 1996. This event, which promises to be our most spectacular
conference and exhibition ever, is the subject of a brief preview in this issue. I urge
our valued readers to review our four-page summary, and which includes a grid that
shows the time and location of every seminar in the conference program.
Program highlights include free keynote addresses. Professor Thomas O. Jones, Harvard
University Graduate School of Business Administration, will discuss Creating Customer
Loyalty: Your Most Critical Challenge. Scott B. Ross, President of Business Operations and
Finance, MCI, will speak on Unlocking the Power of the Virtual Call Center and the
Internet: The New Forum for Business. In addition, we are offering 9 complete conference
tracks featuring more than 60 seminars that offer solutions to all of your call center
needs. And, as always, the exhibit hall will represent all segments of the call center
industry. Complimentary luncheons will be available in the exhibit hall both days of the
show. I recommend that everyone register early. As our preview indicates, the earlier you
register, the more you save. And when you arrive, be sure to bring lots of business cards.
TCCS™, as the crossroads of the call center world, provides unequaled networking
opportunities. I look forward to welcoming all of you to Long Beach this May!
Sincerely,
Nadji Tehrani
Publisher & Editor-in-Chief |
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