
August 1999
IN FOCUS
The New Call Center Can Make Or Break Your
E-Business Initiative
By Ron Perrotta, The Vantive Corporation
Do You Need A Multimedia Call Center?
By Hugh Goldstein, VocalTec Communications
CALL CENTER TECHNOLOGY SOLUTIONS
From Automatic Call Distributor To Automatic
Interaction Distributor: Is Your Call Routing System Ready For The Electronic Age?
By Christine Holley, Interactive Intelligence, Inc.
CALL CENTER MANAGEMENT SOLUTIONS
Selecting Customer Support Software
By Ron Bleiberg, NCR Corporation
The Right Vendor Leads To The Right CRM Software (Sidebar)
By David Golan, Applix
The Top Ten Features To Seek To Knowledge-Enable Customer
Support Software
By Mark Anton, InFact Technologies
Customer Relationship Management And The Data Warehouse
By Drury Jenkins, SAS Institute
E-SALES--E-SERVICE.COM
Virtual Tinker's Wagons And The Return Of Haggling
By Tracey S. Roth, Assistant Editor,
C@LL CENTER Solutions
Bridging The Gap Between Call Centers
And The Web
By Stan Vestal, Quintus Corporation
E-Sales--E-Service.com News
TELESERVICES OUTSOURCING
The Fastest-Growing Teleservices Companies
The Sixth-Annual Survey And Ranking Of Rising
Stars CALL CENTER TECHNOLOGY SOLUTIONS
How One Teleservices Agency Successfully Manages
Growth: An Interview With Daniel Julien
HUMAN RESOURCE DEVELOPMENT
The Impact Of Technology On Call Center Training
By Linda Gherardi, Olsten Corporation
CTI EXPO BEST OF SHOW
Editors, Engineers
Pick Best Of CTI
EXPO Spring 99
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