All rights reserved under International and Pan-American Copyright conventions, including the right to reproduce this book or portions thereof in any form whatsoever.

Published by CMP Books
An imprint of CMP Media LLC.
12 West 21 Street
New York, NY 10010

April 2002

First Edition

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Design by: Sa l Rold n

Manufactured in the United States of America

Dedication

To Freddie Golino, the IT Manager at CMP's 12 West 21st St. New York office, where Call Center and it's sister publication Communications Convergence is published, and where CMP Books also has offices. Without his fine, friendly and patient tech support, on premises and to remote locations like Brendan's home office in Canada, this book would not have been possible.

Joe Fleischer, Call Center magazine's chief technical editor, regularly writes about how companies use technology to serve customers by phone and on-line. He's in frequent demand as a speaker at leading events, including Call Center Demo and Conference.

Brendan Read, Call Center magazine's services editor and author of Designing the Best Call Center for Your Business, writes about site selection, design, staffing, training,...