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INNOVATIVE IDEAS FROM THE TELESERVICES EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY WEST CORPORATION
Outsourcing: Assembling Your Best Options
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions®
The Benefits of a Blended Customer Contact Solution
By West Corporation
CUSTOMER
RELATIONSHIP MANAGEMENT
Bolstering Customer Service Through Service Resolution Management
By Brian Kelly, KANA
INNOVATIVE IDEAS FROM THE IP CONTACT CENTER EXPERTS
A SPECIAL EDITORIAL SERIES SPONSORED BY FRONTRANGE SOLUTIONS, INC.
IP Contact Centers and the Agile Company
By Rich Tehrani, Group Editor-In-Chief, Technology Marketing Corporation
Build Customer Loyalty While Reducing Operational Costs
By Mike Heberling, Director of Business Development, FrontRange Solutions, Inc.
OUTSOURCING TELESERVICES
Educating the Next Generation
By Tim Searcy, American Teleservices Association
CONTACT CENTER TECHNOLOGY
Hosted CRM for the Contact Center
By Meenakshi Sharma, eGain
MANAGING BY
THE NUMBERS
Reducing Staff May Cost You Money
By Penny Reynolds, The Call Center School
MANAGEMENT SCOPE
Customer Interaction Solutions®' 2004 Product of the Year Awards (PDF)
Knowledge Management Doesn't Come in a Box
By Harold Hernandez
IP CONTACT CENTERS
Redundancy Key to High Availability Voice Services
By David Weiss, Dataprobe
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DEPARTMENTS
Publisher's Outlook
High Priority!
TMC LABS
TMC Labs Reviews:
FrontRange's GoldMine 6.7
WebPosition Gold 3 Platinum
Daily Breaking News!
Go to TMCnet.com for
the latest communications technology news
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