November 1998

CTI, HELP DESK & INTERNET CALL CENTER SOLUTIONS™
Real-Time Interactive Sales And Service Across The Internet: Optimizing The Customer Experience
By Wendell Lansford, SiteBridge Corporation

Electronic Support Services: Combining Old-Fashioned Customer Satisfaction With Technical Innovation
By Deb Keeman, Stream International

CALL CENTER MANAGEMENT SOLUTIONS™
The Latest Metamorphosis Of The Predictive Dialer
By Christine Holley, Interactive Intelligence

TELESERVICES OUTSOURCING
Lead Generation Campaign A Success For Year 2000 Compliance Vendor
By Jean Villanti, UST, Inc.

A Hot Sales Lead Or Some Good Market Research? Why Choose! (Sidebar)
By Paul D. Feldman, Feldman Communications, Inc.

Real-Time Call Record Delivery Via The Internet
By Rich Nelson, Call Interactive

CALL CENTER TECHNOLOGY SOLUTIONS™
The New Age Of Monitoring: Managing The Customer Experience!
By Linda DiLauro, Dictaphone Corporation

Digital Recording And Quality Monitoring Equal Efficiency (Sidebar)
By Ted Lubowsky, Comverse Information Systems

Voice/Screen-Capture System Boosts Quality And Productivity
By Garry Shearer, NICE Systems

SQUARE ONE
Marketing Solutions Begin With Disparate Threads Of Customer Data
By Richard Birt, Bob Gillen and Laura Middlekauff, Acxiom Corporation

Reporting That Helps Companies Hold Customers
By Nico Nierenberg, Actuate Software Corporation

HUMAN RESOURCE DEVELOPMENT
Banish The Barriers To Personalized Customer Service
By Ed Arnold And Michael Hoffman, OmniTech Consulting Group, Inc.

DEPARTMENTS
Publisher's Outlook
High Priority
Letters To The Editor
Technology Highlights
Call Center News™
Corpus Juris

TECHNO-TALK
A Rose Is A Rose Is A Rose
By Matthew Vartabedian, Technology Editor, [email protected] CENTER Solutions™

TMC LABS
TelAthena Systems LLC's TelAthena System 4 Release 3

Applix Inc.'s Applix Enterprise Suite 7.0