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, [email protected] 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