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Teleservices Agencies Who's Who Directory
June 2001

 

Teleservices Agencies Who's Who Directory


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The Who's Who List
Selecting The Right Service Agency To Handle Your Customer Care Needs

In a business climate in which the "survival of the fittest" principle is causing retailers that were booming only last year to shrivel up and die like the last dinosaurs left at a vanishing watering hole, customer service has never been more important. In a flattening economy, customers are choosier where and when they spend their dollars, and the most important criterion used to judge which company will eventually be awarded the sale is the quality of customer service. In the vast market economy that is the U.S., why would any reasonable consumer put up with lousy service? Would that same customer return to a hairdresser who gave him or her a crooked haircut? Why would the same person once again buy from a company with which he or she had a nightmarish, or even merely ineffective, customer service experience? Yet bad service is rampant, and many companies are beginning to stand up and recognize they have a problem. The solution, for many, is to put customer service into the hands of professionals. Professional teleservices agencies can make and take calls for you, answer questions, process faxes and forms, respond to customer service-related e-mail and even initiate chat or whiteboarding sessions with your customers and potential customers.

For those of our readers who have made the decision to take on an outsource partner for telephone or Web-based customer support, or for those companies considering exploring the benefits of outsourcing, Customer [email protected] SolutionsTM presents its annual compendium of the most important players in the world of outsourced teleservices. Just as with clothing or cars, one size does not fit all, so these companies represent an array of shapes and sizes, from the small to the very high volume. Many of them offer services in other languages, and an increasing number now offer Web-based services, as well. We're sure you'll find exactly what you seek in these pages...and don't forget to tell the agencies that we sent you. Happy hunting!


Who's Who List

Key:   A=Inbound teleservices
B=Outbound teleservices
C=Multilingual services
D=Interactive (IVR)
E=E-mail management capabilities
F=Text chat

A-B    C-D    E-H    I-N    O-S    T-Y


A-B

1800 Call Center
[email protected]
www.teampremier.net

A, C
AFFINA - The Customer Relationship Co.
Stephen Nelson
309-679-4332
www.affina.com
A, C, E
Aon Innovative Solutions
800-613-8000
www.aoninnovativesolutions.com
A, B, C, E
21st Century Engineering Services
Sanjiv
[email protected]
B, E
The AfterMarket Company
Paul Kerstetter
[email protected]

602-470-2500
www.theaftermarketcompany
.com
A, B, F
APAC Customer Services, Inc.
Susan Millspaugh
800-776-2722
www.apaccustomerservices.com
A, B, C, D, E, F
Access Direct Telemarketing, Inc.
800-892-8276
www.accdir.com
A, B
Alpine Access
[email protected]
866-279-0585
www.alpineaccess.com
A, E
Associated Call Centers
800-610-5262
www.aacc.com
A, C, E
ACCESS! Call Center Solutions
800-577-2869
www.access-corp.com
B
Alta Resources
www.altaresources.com
A, B, E
Associates Commerce Solutions
[email protected]

800-473-3390
www.associatescommerce.com
A, E
The Active Group
David R. Smith
[email protected]
888-357-2131
www.activetelesource.com
A, B, D
Americall Corp.
Ben Martorano
[email protected]

800-688-0078
www.americallcorp.com
A, B
Aventis Technologies
514-335-7312
www.aventisdirect.com
A, B, C
Advanced Data-Comm, Inc.
800-582-9501
www.advanced-data.com
A, B
American Telecom, Inc.
800-350-1930
www.atiteleservices.com
A, B, E
Beautyrock, Inc.
www.beautyrock.ca
B
Aegis Communications Group, Inc.
Doug Starr
770-621-5500
www.aegiscomgroup.com
A, B, C, E

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C-D

Call Center Alliance
Michelle Sidwell
[email protected]
+33 1 40 93 76 86
www.callcenteralliance.com
A, B, C
Colwell & Salmon Communications, Inc.
518-482-1596
www.colwell-salmon.com
A, C, B, E
Dakota Communications Solutions, Inc.
www.dakotacommunications.com
A, B, C
CompUSA Call Center Services
Clark Hausmann
[email protected]

800-563-9699
www.compusa.com/call_center
A, B, F, E, D
Offering Contact Center Outsourcing, eCRM Solutions and Consulting, CompUSA Call Center Services creates innovative solutions specializing in Customer Acquisition, Customer Retention and Enterprise Support. We deliver quality customer support the way customers prefer to interact. Call 1-800-563-9699 or visit www.compusa.com/call_center.
Call_Solutions.com, Inc.
Jacqueline Schoonover
[email protected]
800-NOW-7711
www.callsolutions.com
A, B, C, D, E, F
The Connection
Karl G. Siewert
[email protected]
952-948-5335
www.the-connection.com
A, C, E, F
Dakotah Direct II, L.L.C.
Michelle Smith
[email protected]

www.dakotahdirect.com
800-433-3633
A, B, C
Center Partners
www.centerpartners.com
A, B
Connextions.net
Mark Zahringer
[email protected]

407-926-2400, ext. 323
www.connextions.net
A, B, C, D, E, F
Delhi Call Centers P. Ltd.
www.delhicall.com
A, B, D, E
Centralized Marketing Co. (CMC)
www.cmcmax.com
A, B, E
Convergys
[email protected]
800-344-3000
www.convergys.com
A, D, B, E
DialAmerica Marketing, Inc.
201-377-0200
www.dialamerica.com
A, B
Cerida Corp.
www.cerida.com
A, B
Core Communications Corp.
[email protected]
www.corecc.com
A, D, E
Dialog24
201-928-1001
www.dialog24.com
C
ChinaMotion Telecom
www.china-motion.com
A, B, E
CorporaTel
Mike Hasler
[email protected]

888-453-8400
www.corporatel.ca
A, B, C, D, E, F
DidoVici.com
www.didovici.com
A, B, C, E
CSC
Wendy Shooster-Leuchter
[email protected]

800-537-8000
www.globalresponse.com
A, B, E
CSC is a full-service call center and fulfillment company. Ranked among the top providers, the company has served customers for over 25 years. Services include inbound and outbound communications, fulfillment and data management. CSC is Microsoft- and Citrix-certified.
Ci Direct
Matt Jones
[email protected]

712-755-9500
www.cidirect.com
A, B, C, D, E, F
Customer Asset
Raghu Krishnaiah
[email protected]

408-551-0284
www.customerasset.com
A, B, C, E
Digital Direct Services
310-527-7810
www.dds-telesolutions.com
A, B, C, E
Citicom Infotech Private Ltd.
www.citi4all.com
A
CustomerAlly Contact Center
www.customerally.com
A, E
Direct Response, LLC
www.directresponsellc.com
A, B
ClickDotCare, Inc.
www.clickdotcare.com
A, E
CustomerAssistance.com
www.customerassistance.com
A, B, D, E
Doctor's Choice Telemarketing
888-273-3669
www.doctorschoicetelemarketing.com
A, B
ClickShip Direct, Inc.
888-833-7270
www.clickshipdirect.com
A, E
CyberRep.coM
703-917-9170
www.cyberrep.com
A, C, E
Dunlap Marketing
Mike Dunlap
[email protected]

281-833-3000, ext. 14
www.dunlapmarketing.com
A, B
ClientLogic
Channing Rollo
[email protected]

615-301-7100
www.clientlogic.com
A, B, C, D, E, F
Cyntergy
[email protected]
www.cyntergy.com
A, B, C, E

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E-H

E Serve Technologies Ltd.
www.eserveglobal.com
A, B, D, E
Excell Agent Services
Amy Hass
[email protected]
888-359-6660/602-808-1511
www.excellagent.com
A, B, C, D, E, F
GMS, Inc.
817-589-7799
www.teamgms.com
B
edcor
www.edcor.com
A, E
Excellence Operator Services
[email protected]

www.excellence.com.mx
B, C, E
Group O Direct
309-736-8100
www.groupo.com
A, C
EDS
Bob Wientzen
[email protected]
888-889-1619
www.eds.com
A, B, D, E, F
FasTrackPRO
800-240-7170
www.fastrackpro.com
D
GrowthExperts Group Inc.
Greg Kular
[email protected]

604-519-2420
www.growthexperts.com
A, B, C, D, E, F
e-Mail Solutions, Inc.
800-233-8811
www.emsresponse.com
A, B, D, E
FirstRing, Inc.
Sat Want S. Khalsa
[email protected]

703-480-8013
www.firstring.com
A, B, D, E, F
Help Desk NOW
800-895-8527
www.helpdesknow.com
A, B, E
Empirix Inc.
Brian Miller
[email protected]

781-993-8600
www.empirix.com
D
FonSys Infotech
www.fonsys.com
A, B, E
Henry M. Greene & Assocs., Inc.
800-356-1300
www.greeneassoc.com
B
Enablx
Anthony Makoujy
[email protected]

800-882-0044, ext. 207
www.enablx.com
A, C, D, E, F
Fulfillment Plus, Inc.
www.fulfillmentplus.com
A, B, E
Heritage Publishing Co., Inc.
501-835-5000
www.heritage-publishing.com
B
EnvisioNet
Jennifer Dube
[email protected]
800-926-0143
www.envisionet.com
A, B, D, E, F
Fused Solutions
Jeffrey Yette
[email protected]

315-265-3400
www.fusedsolutions.com
A, B, D, E, F
Hi-Link Computer Corp.
Dan Hager
[email protected]

800-683-9535
www.hi-link.com
A
ESCAPES II, Inc.
Brett Bunch
[email protected]

501-855-5224
www.escapesvacations.com
B
GC Services
www.gcserv.com
A, B, C, E
Hispanic Teleservices Corp.
www.htc.to
A, B, C, E
eTelecare International
www.etelecare.com
A, E
FutureCall Telemarketing
719-867-7100
www.futurecallinc.com
A, B, E
Holldon Telemanagement Group
www.holldon.com
A, B
European Call Center
Alliance
Mark Smedley
[email protected]

203-329-7730
www.call-for-europe.com
C
Global Tele-Systems Ltd.
www.gtl.co.in
A, B, C, E

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I-N

ICT Group, Inc.
800-201-1085
[email protected]
www.ictgroup.com
A, B, C

IVR, Inc. (Interactive Voice Response)
888-633-3487
www.ivrinc.com
A, B, D
MarketLinc Call Centre Solutions
888-858-7643
www.marketlinc.ca
A, B
Market USA
Michael Centrella
[email protected]

800-658-8721
www.marketusa.com
A, B, C, E, F
Market USA is a full-service inbound and outbound teleservice agency with 19 call centers in Canada and the United States, employing more than 3,500 sales/service associates. Our industry focus includes insurance, financial, direct response, product sales, catalog, e-commerce and membership programs.
InfoCision Management
Corp.
Nick Stavarz
[email protected]
330-668-1400
www.infocision.com
A, B, D
Ivus
510-834-4887
www.ivustech.com
A, E
Message Time
Gene Roush
[email protected]
800-937-9921
www.messagetime.com
A, B, D, E
INFOTEL
305-470-7511
www.infotel.com.do
A, B, C, E
Jansen Venneboer Customer Dialogue
[email protected]
www.jansenvenneboer.com
A, B, D E
Meyer Associates
Scott Fujan
[email protected]
800-676-9233
www.callmeyer.com
B
Infowavz International
[email protected]
www.infowavz.com
A, B, E
Juno Marketing, Inc.
www.junomktg.com
A, B
Midco Call Center Services
Doreen West
[email protected]
800-843-8800
www.midcocall.com
A
Instant Impact, Inc.
www.4impact.com
A, B, C. E
JuzCall Centre
www.scs.com.sg
A, B, C
Millennium Financial
Group

877-634-9991
www.millenniumfinancialgroup.com
B, C
Integrated Technologies
Corp.

809-788-5566
www.itc.com.do
A, B, C, D
Kenna Connect
www.thekennagroup.com
A, B, C, E
Millennium Teleservices
Jacqueline Harris
[email protected]

888-252-5689/877-877-7698
www.mmtel.com
A, B, C, D, E, F
Intelogistics Corp.
Roy Semplenski
[email protected]

877-453-5700
www.intelogistics.net
D
King TeleServices
800-817-5468
www.king-teleservices.com
A, B, C
Minacs Worldwide
[email protected]
www.minacs.com
A, C, D, E
Interaction Center
877-932-5100
www.interactioncenter.com
A, E
KnowledgeBroker, Inc.
Sales
800-829-4524
www.kbi.com
A, E
MSA Solutions
Duane Hester
[email protected]

480-968-2900
www.msasolutions.com
A, B, C, D, E
Intertwined Solutions
www.intertwinedsolutions.com
A, B, E
Kowal Assocs., Inc.
617-521-9000
www.kowalassociates.com
A
Naray TeleService, Inc.
www.telemarketing.com
A, B, D, E
InTouch, Inc.
800-810-7710
[email protected]
www.increasemysales.com
A, B, E
L&S TeleServices
Michele Kleinwolterink
[email protected]
800-894-7832
www.mostresponsive.com
A, B, C, E, F
NEW
800-969-1282
www.newcorp.com
A, E
INtouch Communications
Jeff Fettes
[email protected]

800-530-1121
www.everythingintouch.com
A, B, E
Link Telemarketing
[email protected]
800-541-LINK
www.roimark.com/link/
A, B, D, E

NSDI Teleperformance
Chris Hodges
[email protected]

866-872-6374/404-256-4673
www.tpamerica.com
A, B, C, D, E, F

IRT
800-700-3033
www.callcenter.com
A, B, C, E
LiveBridge, Inc.
[email protected]
800-763-6000
www.livebridge.com
A, B, E

NTS Marketing
Charles E. Judd
[email protected]
804-947-0000
www.ntsmarketing.com
A, B, D

ISKY
[email protected]
240-456-4300
www.isky.com
A, B, C, E
Major Account Call Center
www.majoraccountcallcenter.com
B
NuComm Marketing
www.nucomm.net
A, B, C
IT Enabled Services
Alliance, Inc.
www.itesalliance.com
A, B, E
Marketing Ally Teleservices
800-400-4042
www.marketingally.com
A, B, C, E
iSKY, Inc.
800-351-5055
www.isky.com
A, B, D, E, F

[return to the list]


O-S

On Line Support, Inc.
www.onlinesupport.ca
A, C

The Product Line, Inc.
Stephen D. Bell
[email protected]
303-671-8000, 800-343-4717
www.tpli.com
A, B, F

Sapphire Callnet
www.callnetindia.com
A, B, C, E

On Target Marketing, Inc.
314-842-4150
www.ontarg.com
B
Pro Tech Communications Inc.
David Lloyd
[email protected]
800-468-8371
www.protechcom.com
B
Shonkh Negolice Infotech Ltd.
www.shonkhnegolice.com
A, B, C, D, E
OnPoint
Mike Larose
[email protected]
800-325-2580
www.onpointcrm.com
A, B, C, D, E, F
ProTel Systems & Supplies, Inc.
417-875-6000
www.protelco.net
A, B
Siemens Enterprise Premises Service
Dave Pleger
[email protected]
847-527-5925
www.icn.siemens.com
A, B
Optima Direct
www.optimadirect.com
A, B
Protocol
[email protected]
888-398-0556
www.protocolusa.com
A, B
SITEL Corp.
404-963-6810
www.sitel.com
A, B, C
ORC ProTel, Inc.
Allen E. Wolf
[email protected]
708-418-0600
www.orcprotel.com
B
QCom Philippines, Inc.
www.qcom.net.ph
A, B, C, E
Sodema
514-287-1717
[email protected]
A, B, C
OSC Teleservices
[email protected]
800-658-2143
www.oscteleservices.com
A, C, D
R T Burns Inc.
www.rtburns.com
B, C, D
Source One Communications
www.source1comm.com
A, C
Outsource Software C.A.
www.outsoft.com.ve
A, B, D
Randstad Outsourcing
800-325-9555
www.randstadna.com
A, B
Spherion
[email protected]
800-687-3978
www.spherion.com/outsourcing
A, B, C, E
Outsourcing International
[email protected]
800-477-1278
www.outsourcingintl.com
A, B, D, E
Research Marketing, Inc.
[email protected]
A, B, D
State of the Art -
The Hispanic Call Center

www.hispaniccallcenter.com
A, B, C
Phone Interactive Communications Corp.
www.phone-ivr.com
B, D
RA -- Customer Care Solutions
[email protected]
www.ra.com
A, B, C, E
Supportscape
Sanem Tatlidil
[email protected]
[email protected]
212-406-0505
www.supportscape.com
E, F
Pinnacle Teleservices, Inc.
800-492-2716
www.pinnacletm.com
A, B
RMH Teleservices
800-367-5733
www.rmht.com
A, B, C, E

The Sutherland Group, Ltd.
Gayle Jagel
[email protected]
716-586-5757
www.suth.com
A, B, C, D, E, F

Pivotal Connection
www.pivotalconnection.com
A, B, E
Ron Weber And
Associates, Inc.

New Business Development
[email protected]
800-835-6584
www.telethinking.com
A, B, C, D, E, F
SYKES Enterprises
Chuck Sykes
[email protected]
813-274-1000
www.sykes.com
A
possibleNOW.com, Inc.
www.possiblenow.com
B
Ross Marketing, Inc.
www.rossmarketinginc.com
A, B
Synergy Solutions, Inc.
www.synergysolutionsinc.com
A, B, C, E
Precision Response Corp.
Angela Brown
[email protected]
888-Call-PRC
www.prcnet.com
A
RSA Teleservices
www.rsateleservices.com
A, B, C
Stream International
Robert Dechant
[email protected]
888-223-8880
www.stream.com
A, C, E, F

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T-Y

TakeCalls.com
[email protected]
www.takecalls.com
A

Tele-Servicing Innovations
303-221-0110
www.t-s-i.com
A, B, D, E

Virtual-Agent Services
www.vagent.com
A, E

Target Marketing, Inc.
800-279-9988
www.targetusa.com
A, B
TeleSpectrum
610-878-7400
www.telespectrum.com
A, B, C, D, E
Vision Marketing & Information Services P Ltd.
www.visioncallcenters.com
C, E
TCIM Services, Inc.
www.tcim.com
A, B, C, E
TeleTech
303-894-4000
www.teletech.com
A, B, C
Volkart May & Assocs., Inc.
www.volkartmay.com
A, B, E
Technion Communications Corp.
www.technion.com
A, B, C, E
Teleweb, Inc.
+86-10-65973838
www.iteleweb.com
A, B, C, D, E
VOXDATA
514-871-1920
A, B, C
Telcom Communication Center
www.rexx.com/telcom
A, C, D
TelStar Business Development Group
Dan Foster
[email protected]
770-421-0419
www.telstarbdg.com
A, B, C, D, E, F
Watts Communications Inc.
www.wattsgroup.com
A, B, C
West Corp.
Mark Meudt
[email protected]
800-841-9000
www.west.com
A, B, C, D, E, F
West, one of the nation's largest fully integrated teleservices companies, provides customized inbound, interactive, outbound and Internet services on an outsourced basis. West's robust, integrated solutions capabilities provide a continuous loop of revenue and relationship-enhancing opportunities for all stages of our clients' customers' life cycle...acquisition, retention and growth.
TeleBill, Inc.
[email protected]
716-248-8520
www.telebill.com
B
Torcom
Elin Torvik
[email protected]
800-832-4939
www.torcom.com
A, B, D, E, F
Willow CSN Inc.
www.willowcsn.com
A
Telecommunications Management Services
[email protected]
800-377-7995
www.tmscallcenters.com
A, B, E
Transcom USA
Brian Watt
[email protected]
317-818-4900
www.transcomusa.com
A, B, C, D, E, F
World Access, Inc.
www.worldaccess.com
A, C
Teleperformance
Christophe Allard
[email protected]
+33-1-55-76-40-80
www.teleperformance.com
A, B, C, D, E, F
Unicall International, Inc.
330-864-9364
www.unicallinc.com
A, B

Xtrasource, Inc.
Richard Tyler
[email protected]
330-487-1088
www.xtrasource.com
A, B, C, D, E, F

Telerx
Ron Abel
[email protected]
800-2-TELERX/215-347-5700
www.telerx.com
A, B, C, D, E, F
The Verification Co.
www.verificationco.com
A, B
Young America Corp.
Mark Pearson
[email protected]
952-294-6000
www.young-america.com
A, B, D
TeleSales, Inc.
www.telesalesinc.com
A, B, C, E
Vertis Media & Marketing Services
www.vertismms.com
A, B, D

[return to the list]
[ Return To The June 2001 Table Of Contents ]


Selecting The Right Service Agency To Handle Your Customer Care Needs

BY RON ABEL, TELERX

As the customer care marketplace changes at an unprecedented pace, more and more companies are outsourcing their customer care functions. Combine ever-changing technology with a more knowledgeable and demanding customer base, and it's easy to understand this trend and its anticipated growth.

It has become clear that many companies are unprepared to meet customer needs -- especially on the Internet. A recent study1 found that 17 percent of 100 sites surveyed do not offer e-mail capabilities. Of those that do, more than half take longer than two business days to respond to customers' inquiries. Another study2 showed that more than 46 percent of high-traffic sites take longer than five days to respond to an e-mail message, and many never respond at all. This is interesting in light of forecasts that predict customer contact via e-mail will grow to 50 percent by the end of 2001.3

In addition, chat/VoIP, self-service and live-help modules are on the way. The Internet and customer relationship management (CRM) -- on which companies are expected to spend $90 billion per year by 20034 -- will continue to encourage direct customer intervention.

Despite all of these advancements, technology will not replace the need for human interaction. Relationships will remain key to business growth and customer loyalty, and service will continue to make the difference. Customers will demand multiple options for contact, immediacy and ease. They'll be most impressed by front-line personnel who have the skills, training and attitude to provide the highest level of service possible and interactions that are empathetic, consultative and solution-driven.

All these issues help make the case for outsourcing, which relieves organizations of the need to develop and maintain all of these resources in-house.

TYING THE KNOT
Partnering with a service agency is like a marriage -- picking the best partner is critical to the success of the relationship. How do you go about selecting that outsourcing company? Here are some tips to help you identify the right mate.

  1. Analyze your company's current situation. Outline your corporate philosophy, company direction and the role customer service and customer relationship management play in your organization. Assess where you are now and where you would like to be in the future.
  2. Investigate service agencies that are recommended by your peers, companies that outsource or trade organizations. Conduct initial research that provides a feel for each prospective partner's focus and core competency, organizational structure, corporate culture and ideals, operating methodology, customer service philosophy, affinity for building one-to-one relationships with customers and nurturing long-term loyalty, professional team and ability to add experience and industry expertise to your program.
  3. Issue a "Request for Proposals" (RFP). The RFP is a valuable resource that, when written properly to elicit consistent responses, helps executives compare "apples to apples" in the evaluation of potential partners. It also helps reduce the number of vendors who warrant more detailed investigation and consideration.

Be sure to establish a required format for responses so the information you receive is comparable. Ask targeted questions that yield information on each agency's history, services, organization and team, financial stability, technology, CRM philosophy, hiring, training, monitoring processes, quality control procedures, reporting, fulfillment, start-up and ongoing operating costs.

VISIT THE SERVICE AGENCY'S FACILITIES
Conduct site visits. While you will learn a lot about each vendor from responses to your RFP, site visits are the most telling. By visiting a service agency's corporate headquarters as well as the location that will house your program, you'll be able to get a feel for the cultural match. You'll also be able to validate claims about resources and technology.

Tour the facilities. Get a feel for the work environment, the existing programs and the prevailing work ethic. Meet with program supervisors and the management team. Sit in on a training session. Monitor calls. Listen to the way customer service representatives communicate with customers. Do they simply answer the question at hand, or do they offer additional information, pose questions that generate good data, cross-sell, upsell and build long-term relationships?

Experience the technology firsthand. Is the vendor equipped to handle customer contacts through all of the multimedia channels available today? Does the service agency offer the latest in CRM systems and Internet technologies?

Secure a list of client references. Ask for names of clients that have products and programs that employ skill sets similar to those required by your program. Contact these companies, and strive to get a good understanding for their areas of satisfaction and dissatisfaction with the service agency. Call the clients' toll-free numbers to determine how customer transactions are handled. Access their Web sites to experience firsthand the Internet technologies that are being employed.

After you have completed all of these steps and discussed your specific needs with each remaining contestant, select the service agency most suited to your program and the one that is most likely to add value to your organization. Then, tie the knot, and spend the time and energy required to craft a successful partnership. It will be well worth the return when your program positively impacts your customers as well as your company's bottom line.

1 Servicesoft Inc, 2000.
2 Jupiter Communications, 2000.
3 Mustang Software citing Forrester Research, 1998.
4 IDC, 1999.

Ron Abel is executive vice president at Telerx, an agency that specializes in customer care. Telerx's teams of trained customer service representatives help companies interact with their customers via toll-free numbers, e-mail, the Internet, mail and fax.

[ Return To The June 2001 Table Of Contents ]


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