Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary .

• Preface Part One: Introducing Your Call Center 1. Looking Forward, Looking Back 2. The Six-Stage Model of Call Center Development 3. Moving Your Center Forward Part Two: Technology 4. CTI &The Call Center: The 2% Solution 5. Component-Based Architecture 6. Sweet Suites: Inter-Application Automation 7. Forecasting, Simulating & Routing 8. Predictive Dialers Roll On 9. Inside the New ACD 10. A Dynamic Trio: 3 Technologies That Are Changing Call Centers 11. Speech Recognition: Ready For Prime Time 12. “Virtual” Is Real 13. Counting Customers Instead of Calls Part Three: The Internet Cometh 14. E-Commerce &The Internet: The Customers Are Ready 15. Is Internet Telephony Right For Call Centers? 16. Web-Call Centers 17. The Internet In The Call Center: A New Model Part Four: Call Center Ops 18. Fax: The Forgotten Process 19. Standardizing Business Processes 20. Call Center? Or “Customer Touchpoint”? 21. Confronting Disaster in The Call Center 22. Losing A Lifetime Customer: How The Call Center Can Be the Single Point of Failure 23. Monitoring: What Price Quality? Part Five: Call Centers and The Wider World 24. This is a Global Industry 25. Are Call Centers an Economic Indicator? 26. Telecom Merger Mania: Why Its Good For Call Centers 27. Sweatshops For The 21st Century? 28. Building an Industry From Scratch 29. Telemarketing: More Than a Phone Call Part Six: Building The Call Center of The Future 30. The New Role of The Call Center 31. Customizing Every Interaction: What All This Technology Is Really Good For 32. The Call Center, 2002 Part Seven: Tools For Success

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