
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, C@LL 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, C@LL CENTER Solutions
TMC LABS
Andrea Electronics Corp.'s ANC
750BE stereo headset and PCTI headset interface |