
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, C@LL CENTER Solutions
TMC LABS
TelAthena Systems LLC's TelAthena
System 4 Release 3
Applix Inc.'s Applix Enterprise Suite
7.0
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