February 1999

IN FOCUS
50 States And EU Demographics For Site Selection
By Katie S. Burdorf, The Wadley-Donovan Group

Maine: Out Of The Woods And Into The Call Center
By Erik D. Lounsbury, Editor, [email protected] CENTER Solutions™ magazine

CALL CENTER MANAGEMENT SOLUTIONS™
Managing Multimedia Interactions Demands Attention To Routing
By Mark Saul, Acuity Corporation

Campaign-Based Teleservices: Picking Up Where Agent-Centric Predictive Dialing Leaves Off (Sidebar)
By Allen Taibl, TeleDirect International

E-mail: Crucial To The Customer Support Mix
By Gunjan Sinha, eGain Communications

TELESERVICES OUTSOURCING
Outsourcing Your Help Desk For Efficiency And Cost Reduction
By Madeline Locke, IMI Systems, Inc.

CALL CENTER TECHNOLOGY SOLUTIONS™
Inbound Routing Software Roundup
This month we've "corralled" a listing of products that fall under the broad "inbound routing software" category to aid you in your purchasing process.

Buying Tips For Inbound Routing Software (Sidebar)
By David Bradshaw, Ovum Inc.

HUMAN RESOURCE DEVELOPMENT
Call Centers Lead The Wave Of Banking's Future
By Dina Vance, FTR, Inc.

Automated Testing Ensures Maximum Options For Bank's Call Centers (Sidebar)
By Drew Knowland, Hammer Technologies

Best Of CTI EXPO Fall '98
Award Winners

DEPARTMENTS
Publisher's Outlook
High Priority
Letters To The Editor
Technology Highlights
Call Center News™
Corpus Juris

TECHNO-TALK
For Want Of A Nail
By Matthew Vartabedian, Technology Editor, [email protected] CENTER Solutions™

TMC LABS
Andrea Electronics Corp.'s ANC 750BE stereo headset and PCTI headset interface