
October 1998
CTI, HELP DESK & INTERNET CALL CENTER SOLUTIONS
Why Cookie-Cutter Performance- Measurement Metrics Can No Longer
Stand Alone
By Debra N. Disbrow, CallCenter Technology, Inc.
CALL CENTER MANAGEMENT SOLUTIONS
Now That You've Sold Them, What Are You Doing To Retain Them As Loyal
Customers?
By Ron Abel, Telerx
Build Customer Loyalty With A Single, Virtual
Presence
By Carol Realini, Chordiant Software, Inc.
TELESERVICES OUTSOURCING
Improving Outbound Sales Through Outsourcing
By Muriel Legendre, The Product Line, Inc.
Closing The Broken Sales Loop - Increasing Revenue
Through Strategic Partnering (Sidebar)
By Lori E. Carr, Support Center Solutions
Big Decisions For The Small Call Center
By Illahh Nourbaksh And Shannon Hughes,
Blue Pumpkin Software
CALL CENTER TECHNOLOGY SOLUTIONS
Emerging Architectures For Customer Channel Management
By Greg Stack, Technology Solutions Company
Blended Agents Improve Call Center Productivity
By Brian Kuberski, Cortelco Systems, Inc.
Setting Up For Integrated Inbound/Outbound
Teleservices
By Mike Ebhardt, Unitel Corp.
SQUARE ONE
Back To Business In Northern Ireland
By Erik Loundsbury, Editor, C@LL CENTER Solutions
Don't Overlook The Benefits Of Rural Areas For Site
Selection (Sidebar)
By Catherine S. Evers, Maine & Company
Planning A European Call Center? Most Companies Look
To Britain
By Tony Matthews, Invest In Britain Bureau
Opportunity Calls In Wales (Sidebar)
By Paul Still, Welsh Development Agency
Insight Flourishing In Quebec
By Jill Quinlan Bird, Vision Quebec
Looking For An Unsaturated Market In Europe? France
Delivers
By Nicholas Lenoir, Invest In France Agency
HUMAN RESOURCE DEVELOPMENT
Training CAN Produce Better Reps!
By Marnie Feasel, Alesys
Training Virtual Call Center Reps Is Difficult -
But There's A Solution
By David C. Stuart, OutReach Technologies |
C@LL CENTER Solutions'
Who's Who 1998 Teleservices Agency
Roundup

DEPARTMENTS
Publisher's Outlook
High Priority
Technology Highlights
Call Center News
Corpus Juris
Who's Who
TECHNO-TALK
A Little Of This, And A Pinch
Of That
By Matthew Vartabedian, Technology Editor, C@LL CENTER Solutions
|