
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, C@LL CENTER Solutions
TMC LABS
SpeechWorks Host 1.1
CTI EXPO Preview |