CUSTOMER RELATIONSHIP MANAGEMENT

Offshore Versus Domestic: Pros And Cons
By Steve Brubaker, InfoCision Management Corp.

Mobilizing CRM: Routes To Success
By Aaron Burnett, NetMotion Wireless

New Directions To The Successful Virtual Contact Center

By Wade Baker, SIVOX

CRM MANAGEMENT SCOPE
Remote Agents: The Challenges Of Virtual And Distributed Contact Centers
By John Kim, Five9

MANAGING BY THE NUMBERS
Contingency Planning By The Numbers
By Penny Reynolds, The Call Center School

TECHNOLOGY HIGHLIGHTS
New Solutions For Web-Based Self-Service

By David R. Butcher

SPECIAL SPEECHWORLD FEATURE
A Talk With Nuance’s Lynda Kate Smith; New Product Announcements (PDF)

DEPARTMENTS
Publisher's Outlook

High Priority!

TMC LABS
TMC Labs Innovation Awards Part II

Daily Breaking News!
Go to TMCnet.com for the latest communications technology news

3rd Annual VoIP Developer Conference
August 8-10, 2006 - Westin Santa Clara Santa, Clara, CA • http://www.voipdeveloper.com

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