
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, C@LL 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, C@LL CENTER Solutions
TMC LABS
Omtool, Ltd.'s Fax Sr.
3.0
BUYER'S GUIDE ADDENDUM
A Supplement To C@LL CENTER Solutions' 1999 Buyer's Guide
[Search the
online Buyer's Guide here] |