
July 1999
IN FOCUS
13th-Annual Corporate Profiles
CALL CENTER MANAGEMENT SOLUTIONS
The New Business Environment: CTI In ECM
Architecture
By Greg Stack, Technology Solutions Company
Illuminating The Dark Side Of CTI (Sidebar)
By Gary Hill And Bill Durr, Rockwell Electronic Commerce
Tactics To Turbo Charge Multinational Call Centers
By Bernie Shaw, British Telecom North America, Inc.
E-SALES--E-SERVICE.COM
Autobytel.com Humanizes E-Commerce Through Its Call
Center
By Erik D. Lounsbury, Editor, C@LL CENTER Solutions
Rethinking E-Commerce Service
By Michael Bettua, Silknet Software
Bringing Knowledge To Customer Service
By Alan Kessler, 3Com Corporation
So, You Want To Be An Internet Shopkeeper?
Ten Golden Rules For Keeping The Online Cash
Register Ringing (Sidebar)
By Marco Argenti, Internet Frontier
Preparing Your E-Commerce Call Center With A
Customer-Centric Technology Framework
By Bruce Talley, Hewlett-Packard Customer
Relationship Software
E-Sales--E-Service.com News
TELESERVICES OUTSOURCING
Optimize Your Investment In Financial Services Outsourcing
By Karen Beck, Sky Alland Marketing
CALL CENTER TECHNOLOGY SOLUTIONS
Humanize Your Web Site
Tips For Call Centers Considering Web Enablement (Sidebar)
By Stephen Wood, Ovum, Inc.
HUMAN RESOURCE DEVELOPMENT
Not The Same Old Script
By Rita Dearing, TeleDirect International, Inc. |