April 1999

IN FOCUS
Demographics For Call Center Site Selection In Canada
By Katie S. Burdorf, The Wadley-Donovan Group

International Call Center Consolidation: A Real-Life Example
By Dave Hanson, Nortel Networks

The Two-Year Trend Toward Sweden In International Call Center Site Selection
By Magnus Moliteus, Invest In Sweden Agency

CALL CENTER MANAGEMENT SOLUTIONS™
Buying Tips For Outbound Technologies
By David Bradshaw, Ovum, Inc.

Outbound Technologies Roundup

The Emerging Face of Outbound Teleservices
By Don McCormick, Beach Direct Marketing Resources, Inc.

New Guidelines For Predictive Dialer Use
By Michael McKinlay, Sytel Limited

TELESERVICES OUTSOURCING
Fourteenth-Annual Top 50 Inbound Teleservices Ranking

CALL CENTER TECHNOLOGY SOLUTIONS™
Establishing Web-Based Collaboration Between Field Sales And The Call Center
By Subrah Iyar, ActiveTouch

HUMAN RESOURCE DEVELOPMENT
Customer Interaction Recording: Your Key To Measuring Service Performance
By Oscar Alban, Witness Systems, Inc.

Fourteenth-Annual Top 50 Inbound Teleservices Agencies Rankings

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

TECHNO-TALK
A Roofer's Guide To CRM
By Matthew Vartabedian, Technology Editor, [email protected] CENTER Solutions™

TMC LABS
SpeechWorks Host 1.1

CTI EXPO Preview