
October 1999
IN FOCUS
Web-Enabled Contact Centers Move Into The
Mainstream
By Ronald Ball, EIS International, Inc.
Avoiding Customer Service Armageddon
By John Ragsdale, Clarify Inc.
CALL CENTER TECHNOLOGY SOLUTIONS
Logging And Monitoring Techniques: How To
Buy And Why
By Jackie Wiedner, NICE Systems Ltd.
Evaluating Logging And Monitoring Solutions
(Sidebar)
By Kevin Hegebarth,Witness Systems, Inc.
Mission-Critical Quality Monitoring For The
21st
Century (Sidebar)
By Michael Tamer, Teknekron Infoswitch Corp.
CALL CENTER MANAGEMENT SOLUTIONS
Speech Recognition From A Buyers Perspective
By Ken Rokoff, PriceInteractive, Inc.
E-SALES--E-SERVICE.COM
Its In The Way You Use It
By Robert Vahid Hashemian, Webmaster, TMCnet.com
E-Sales--E-Service.com News
Online Customer Contact: How Much Is
Enough?
By Kirk Hendrickson, FaceTime Communications, Inc.
Eight Secrets For Successful E-Service
(Sidebar)
By Greg Gianforte, Right Now Technologies, Inc.
HUMAN RESOURCE DEVELOPMENT
Quality Monitoring Myths And Tips For
Implementation
By Rodney Kuhn, Envision Telephony, Inc.
BUYERS' GUIDE 2000
C@LL CENTER Solutions 2000
Buyers Guide ENHANCED Listing Form
C@LL CENTER Solutions 2000
Buyers Guide FREE Listing Form
PRODUCT OF THE YEAR
Application Form For C@LL CENTER
Solutions 1999 Product Of The Year Award |

DEPARTMENTS
Publisher's Outlook
Sidebar
Choices In Your Call Center Whats In It For You?
By Ed Metz, Call Processing Solutions
High Priority
Technology Highlights
Call Center News
Letters
TMC LABS
CosmoCall Universe
Web Call-Through Solutions Examined, Part I (Sidebar) |