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, [email protected] 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

[email protected] 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, [email protected] CENTER Solutions™