
May 1999
IN FOCUS
New Directions In Call Center Design
By Gere Picasso, Engel Picasso Associates
Beyond Phones And Desks
By Rick Burkett, burkettdesign
CALL CENTER MANAGEMENT SOLUTIONS
The Uncentered Call Center: Building Distributed Or Virtual Call
Centers With CTI And Internet Telephony
By Terri Ghio, CosmoCom
A Network-Leveraged Future For Call Center Services
(Sidebar)
By James Swinger, Lucent Technologies
Distributed Call Centers Move Into The Decade Of Intimacy
By Lou Volpe, GeoTel Communications
Building The Virtual Call Center (Sidebar)
By Christopher Botting, PakNetX
E-SALES--E-SERVICE.COM
E-Sales--E-Service.com: A New Section For An Evolving
Industry
By Matthew Vartabedian, Technology Editor, CALL CENTER Solutions Magazine
E-Sales--E-Service.com News
When E-Commerce Meets The Call Center
By Bruce Talley, Hewlett-Packard Customer Relationship Software
TELESERVICES OUTSOURCING
Facing Deregulation Head-On: Leveraging Call Centers For
Competitive Advantage
By James H. Dahmus, Convergys Corporation
CALL CENTER TECHNOLOGY SOLUTIONS
Listen Up! Eight Criteria For Selecting A Speech Recognition
Vendor For Your Call Center
By Lauren Richman, SpeechWorks
Speech Technologies: Choosing The Right Architecture For
Call Center Apps (Sidebar)
By Gene Eagle, Dialogic Corporation
Advanced Speech Recognition: New Self-Service Options For Call
Centers
By Roger Reece, Syntellect, Inc.
HUMAN RESOURCE DEVELOPMENT
Use And Misuse Of Call Center Performance Measures
By Ed Powers, Quality Alliances |

DEPARTMENTS
Publisher's Outlook
High Priority
Technology Highlights
Call Center News
Corpus Juris
TECHNO-TALK
Pandemonium
By Matthew Vartabedian, Technology Editor, C@LL CENTER Solutions
TMC LABS
Unisys' Natural Language Speech Assistant 3.0
WEB EXCLUSIVES:
Windows-Based Terminals: Changing The Way
Call Centers Attract And Retain Customers
By Jeff McNaught, Wyse Technology
Dialing Up Venture Capital Money
By David Lincoln and Scott Ungerer, EnerTech Capital Partners |