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September 2003 Issue Editorial Highlights
Take The Interactive Co-Sourcing Challenge
By Martha Lanaghen, Center Partners

Under pressure to strengthen customer relationships and cut costs, most teleservices managers carefully monitor their contact center services. Looking for greater efficiency, they implement new programs and measure the results. Especially during the last decade, techniques and technologies for performance monitoring and analysis have exploded. Even many small contact centers have developed sophisticated programs to detect inconsistency and pinpoint weakness, and they have indeed driven costs down.

Do Not Call: The Gathering Storm?
By Joe Sanscrainte, Call Compliance
On July 29th, 2003, the Federal Trade Commission (FTC) released its final rules regarding the fees to be imposed on entities accessing its Do Not Call (DNC) registry. This is the last piece of a complex puzzle that first began being assembled in November of 1999. Now, some three years and eight months later, this article attempts to provide some insight into how the pieces of the puzzle fit (or in some cases, do not fit) together.

Pittsburgh, Pennsylvania

By James Beatty, NCS International, Inc.
What do you think of when Pittsburgh is mentioned? Perhaps smokestacks, foundries and steel mills come to mind. Years ago, that would have been true. Now as they say, 'Pittsburgh Is On It.' Today, it's more accurate to think of CRM, high-tech, info tech, fiber optics, life sciences, logistics and research and development. The 'New Pittsburgh Region,' as they refer to themselves, has been transformed.

The CEO Spotlight
This month, the editors of Customer Inter@ction Solutions' feature the comments of Bill Meade, president and CEO of StarTek, Inc. (

Executive Roundtable
At the executive roundtable this month is Tom Cardella, CEO of Precision Response Corporation, an outsourced provider of consumer care services headquartered in Plantation, Florida.

Publisher's Outlook
Assuming the Telemar-keting Sales Rule (TSR) survives several lawsuits filed against it, one of which questions its constitutionality, one must consider compliance. I must admit that this unfortunate legislation has already created several major problems, as follows:

High Priority!
Like most people, I seldom look forward to embarking on a writing project, but having just returned from a whirlwind tour of the Northeast and California, I welcome a few minutes off my feet. I spent much of my time in Silicon Valley and have positive news to report, as things seem to be picking up in this veritable primordial soup of technological innovation. Whereas last year I saw a lack of traffic on the freeways, this time I was stuck in three jams in four days (this is good news, really). Where there was once pessimism among the companies in this area, I am seeing cautious optimism due to increases in sales and RFPs. One thing that hasn't changed is the for lease signs, which may have even increased since my last visit. Of course, this can simply be credited to overbuilding during the Internet and telecom bubbles.

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