Business Editors

KITE, Ga.--(BUSINESS WIRE)--May 21, 2001

The Ascent Group, publisher of the Call Center E-Journal, announces a new interactive web site for subscribers -- www.callcenterejournal.com. The web site provides access to a database of call center best practices, company profiles, vendor directories, call center news, and recent contact center announcements and initiatives. CCE-J is an exciting quarterly electronic journal designed to provide call center managers from all industries with actionable ideas and proven enhancement techniques. The most recent issue examines the "people processes."

Subscribers will receive four quarterly issues of the journal and gain access to the web site to:

- Search our call center best practice database.

- Review profiles and statistics about featured companies from many industries.


- Research vendors and call center technologies, services, and products.

- Review and download current and all past issues of CCE-J.

- Review and download other customer contact center related articles and
research.

- Keep up with call center news, announcements, and initiatives.

CCE-J features in-depth interviews and original research to provide a perspective unlike any other publication. Articles are written to demonstrate best practices and key business strategies to call center managers in all industries. Each issue contains original research and insight with absolutely no advertising.

Our latest issue is dedicated to the call center "people processes." We talked with Con Edison, BellSouth, Cable ONE, ClientLogic, and AAA Minnesota/Iowa, to name a few, to see how they are handling hiring, training, monitoring, performance review, agent retention, and motivation. In this issue we also explore the option of using CyberAgents (outsourced at-home agents) to fill in the gaps in your call volume. We also look at an outsourcing company that specializes in call monitoring and mystery calls.

CCE-J subscribers include such "best in class" call center operations as Home Shopping Network, New York Times, Microsoft, Bell Canada, Chase Bank, Sprint, and Duke Power. You can subscribe by phone or fax with your credit card or use our secure order form on our web site at www.callcenterejournal.com.

CCE-J is published by the Ascent Group, a management-consulting firm with extensive experience in the operations and management of customer service organizations and a leading publisher of customer service journals and reports.

Contact: Christine Kozlosky, Ascent Group Inc. 1584 Cowford Bridge Road, Kite, GA 31049 (912) 469-3950, FAX: (912) 469-3776, ckk@ascentgroup.com.