TMCnet News

Customer Interaction Solutions Magazine Releases 2009 Editorial Calendar
[October 28, 2008]

Customer Interaction Solutions Magazine Releases 2009 Editorial Calendar

TMCnet News
Perspectives from Brendan Read, Joe Fleischer, Keith Dawson (News - Alert), Tim Searcy, Call Center Industry’s Most Respected, Recognized Journalists, Highlights Content

Norwalk, CT, October 28, 2008 — Technology Marketing Corporation, (TMC), today released the complete 2009 Editorial Calendar for Customer Interaction Solutions (CIS) magazine. Published every month since its launch 27 years ago in July 1982, Customer Interaction Solutions is the leading publication for the contact center industry (

Led by senior contributing editor Brendan Read, the CIS editorial team features many of the industry’s finest and most respected writers. In addition to Read, columnists include Joe Fleischer, Tim Searcy, and Keith Dawson. Each of these individuals boasts an impressive resume of covering the contact center market over the past two decades.
Carrying on the standard of quality editorial set by CIS founder Nadji Tehrani and TMC President Rich Tehrani (News - Alert), all of the editors and contributors to CIS magazine present the most important implications of new technologies and call center strategies. These insights help today’s contact center executive run the most effective business possible.
For 2009, areas of focus considered by this experienced team of editors to be most important for the readers of CIS include:
  • BPO
  • CRM for the SMB
  • Data Security Considerations
  • Green Contact Centers
  • Headsets
  • Home Agent Technology
  • Open Source
  • Presence and Unified Communications
  • SIP-based Solutions
  • Speech Technology
  • Training
  • Video in the Contact Center
TMC’s editorial director Greg Galitzine believes that now more than ever, readers of CIS require the insightful views offered by the seasoned team at CIS.
“It is a complicated time to be selecting new solutions to improve call center profitability. IP communications, advanced workforce management options, speech technologies, unified communications, and other advancements are being introduced and evolve every day. As companies seek to select the proper solutions for them – while keeping an eye on important global economic developments – they need to hear from voices they can trust about how products and services compare and what virtues they each bring to the table,” explained Galitzine.
“No one is better suited to deliver this critical information than Brendan Read, Joe Fleischer, Keith Dawson, and ATA CEO Tim Searcy. CIS readers are extremely fortunate that they can gain perspective from each of these talented writers each and every month in CIS,” added Galitzine.
In addition to writing for CIS, Read also contributes regularly to TMCnet, TMC’s leading Web site covering communications and technology.
Customer Interaction Solutions staff biographies:
Brendan Read, Senior Contributing Editor
Brendan B (News - Alert). Read is a leading contact center industry journalist, with extensive experience covering site selection, outsourcing, teleworking, e-learning/e-training, and business continuity. He has held editorial positions with Call Center Magazine and DM News and has written for other publications including 1to1, Call Center Management Review, Contact Management, and Direct Marketing News. He is author of “Designing the Best Call Center for Your Business,” “Home Workplace,” and, with Joseph Fleischer, “The Complete Guide to Customer Support.” He is also a contributor to Computer Telephony Encyclopedia, authored by IP telephony editor Richard ‘Zippy’ Grigonis. Brendan also maintains TMCnet’s call center/CRM blog “Readerboard,” which can be found at:
Joe Fleischer, Contributing Editor
Joseph Fleischer has written dozens of articles that cover traditional call center topics such as skills-based call routing and voice processing, as well as newer areas such as IP telephony and customer relationship management. Prior to joining Customer Interaction Solutions, Fleischer was editor for Call Center Magazine. He is also a regular speaker and moderator at call center conferences worldwide.  Mr. Fleischer has a certificate in C++ programming and software development from Columbia University. He also has an M.A. in English literature from New York University and a B.A. in English from Columbia University.
Keith Dawson, Contributing Editor
Keith has been an authority on call centers and the management of customer care technology since 1990. He is a senior analyst in Frost & Sullivan’s contact center practice. As former editor of Call Center Magazine (twice), he covered a wide array of tools, including switching and ACDs, outbound dialers, CTI (News - Alert), CRM and speech recognition. He has blended with that a deep knowledge of the operational techniques and business practices inside contact centers. Keith has written thousands of articles as well as several definitive books, including the now-classic Call Center Handbook. He is a sought-after speaker and Web-presenter.
Tim Searcy, Special Contributor
Tim Searcy has had the privilege of serving as a senior executive in the largest and fastest growing direct marketing companies in the world, including West Teleservices, APAC Teleservices, Transcom Worldwide, and Rapp Collins.  Currently Mr. Searcy serves as the CEO of the American Teleservices Association (ATA). As legislator’s turn their focus from the outbound sales component of our business, Mr. Searcy fights to preserve the operational freedom of inbound practices from over regulation. As the ‘spokesman for the teleservices industry,’ Mr. Searcy has conducted hundreds of interviews on issues related to federal and state legislation, and has appeared on national programs and networks including Hardball with Chris Matthews, The O’Reilly Factor, Crossfire, Fox News, CNN, CNBC, NBC, ABC, and others. He testifies before U.S. House and Senate Committee, and lobbies in Washington regularly. Mr. Searcy has been inducted into the Teleservices Hall of Fame and has received Customer Interaction Solutions’ Lifetime Achievement Award.
For more information about Customer Interaction Solutions magazine, please contact Karl Sundstrom at (203) 852-6800 x119; or via e-mail at [email protected]
About TMC
Technology Marketing Corporation (TMC) is an integrated global media company helping clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and IMS Magazine. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. TMCnet, TMC’s Web site, is the leading source of news and articles for the communications and technology industries. More than 100 editors and award-winning experts from around the globe contribute to TMCnet. Ranked in the top 3,000 sites in the world by, TMCnet serves as many as three million unique visitors each month. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO, Call Center 2.0 Conference and Communications Developer Conference. TMC also recently launched new industry-specific Web sites:,,,,,  For more information about TMC, visit
TMC Contact:
Michael Genaro (News - Alert)
203-852-6800, ext 142

Edited by Mae Kowalke

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