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March 2003
CRM Across The Enterprise: Integrating The Channels
By Vickie Marvich, Nortel Networks
How, in this frenetic pace of global competition and endless choice, can companies set themselves apart? The answer lies in knowing one's customers and anticipating their every need. The so-called "engaged business model" allows companies to anticipate customers' needs in a time-critical manner, and offer the information in a media-adaptive way that suits their communication channels and available tools.

Speech Recognition: Making Training Match Reality Through Simulations
By Jeff R. Carpenter, Sivox Technologies, Inc.
Every day, each of us is inundated with sales calls, brochures, e-mail blasts and articles that all promise to cure the ills of agent training with dramatic results. After sifting through the piles, you're probably left with the same questions most of us are left with: What will really help me recruit, train and retain valuable employees?

Boost Back-End Retention And Maximize Telemarketing ROI (Sidebar)
By Mike Hoff, Access Direct
Ensuring front-end quality is the only way to prevent significant back-end fallout, control cost per sale and maximize one's telemarketing budget. The question is, how do you build in quality up front when constructing a telemarketing campaign? 

Beyond SALT Versus VoiceXML: Coping With The Wealth Of Standards In Speech And Multimodal Self-Service Applications
By K. W. (Bill) Scholz, Ph.D., Unisys Corp.
This past year has seen considerable press devoted to the so-called "conflict" between the two key standards in our industry: SALT and VoiceXML (VXML). Claims of conflict have deluded some developers into feeling pressure to make premature "choices" between them, while intimidating others into inactivity as they wait for the industry to choose the "right" one. 

Oklahoma City, Oklahoma
By James Beatty, NCS International
Thanks to the Oklahoma Department of Commerce and the Greater Oklahoma City Chamber of Commerce, James Beatty was able to visit and see firsthand why a plethora of companies have located their contact centers in this city.

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