January 1999

CALL CENTER MANAGEMENT SOLUTIONS™
The Call Center & E-Commerce Convergence
By Zoltan Poleretzky, Nortel Networks

Lending A Human Touch To E-Commerce (Sidebar)
By Russ Cohn, Brigade Solutions, Inc.

Buying Tips For Web-Enabling Your Call Center (Sidebar)
By Steven M. Gimnicher, CNT Enterprise Integration Solutions Group

TELESERVICES OUTSOURCING
The Future Of The Teleservices Industry - Are You Aware
By Gene Gray, American Teleservices Association

CALL CENTER TECHNOLOGY SOLUTIONS™
With CTI Technology, The Customer Can Always Be Right
By James Wetterau, Technology Solutions Company

Keeping Your Customer In Focus - With CTI (Sidebar)
By Roxanne Kohlin, Saratoga Systems, Inc.

HUMAN RESOURCE DEVELOPMENT
Redefining Call Center Metrics - The Quality Connection
By Sharna Kahn, KPMG Consulting

1998 C@LL CENTER Solutions™ Product Of The Year Award Winners

Sixth-Annual MVP Quality Award Winners

DEPARTMENTS
Publisher's Outlook
High Priority
Technology Highlights
Call Center News™
Corpus Juris

TECHNO-TALK
From Prospect To Loyal Customer
By Matthew Vartabedian, Technology Editor, C@LL CENTER Solutions™

TMC LABS
EIS International's Centenium XL
V. 3.0

Interactive Intelligence's Enterprise Interaction Center (EIC)

Online Exclusive!
Self-Policing In The Teleservices Industry
By Noreen Kaminski, DialAmerica Marketing, Inc.