March 1999

IN FOCUS
Call Accounting Roundup

CALL CENTER MANAGEMENT SOLUTIONS™
Automating For Better Workforce Management
By Penny Reynolds, TCS Management Group, Inc.

Uniting High-Tech And High-Touch Workforce Management
By Robert P. Talty, NEC America, Inc.

Workforce Management With Skills-Based Call Routing: The New Challenge
By Paul H. Leamon, IEX Corporation

TELESERVICES OUTSOURCING
Ready For The Call At SNET's Call Center
By Erik D. Lounsbury, Editor, [email protected] CENTER Solutions™ Magazine

CALL CENTER TECHNOLOGY SOLUTIONS™
Deploying IVR/IWR To Meet Customer Self-Service Needs
By Dennis Kyle, NEXTLINK Interactive

The Runaway VRU: Business Impact And Corrective Measures
By Sharna Kahn, KPMG LLP

Call Center IVR And Web-Enabled IVR Buying Tips (Sidebar)
By Carol Wingard, Intervoice, Inc.

HUMAN RESOURCE DEVELOPMENT
Building A High-Performance Call Center Workforce Through A Scientifically-Based Selection System
By Ralph Hakstian And Linda Scratchley, HR Decisions Ltd.

Fourteenth-Annual Top 50 Outbound Teleservices Agencies Rankings

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

TECHNO-TALK
State-Of-The-Art
By Matthew Vartabedian, Technology Editor, [email protected] CENTER Solutions™

TMC LABS
Omtool, Ltd.'s Fax Sr. 3.0

BUYER'S GUIDE ADDENDUM
A Supplement To [email protected] CENTER Solutions' 1999 Buyer's Guide

[Search the online Buyer's Guide here]