Web-able call centers

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At Rapp Collins' Optima Direct teleservices unit, James Lyons is making sure call centers are as comfortable handling customers who contact them by computer as by phone. He recently became VP for e-Care Solutions and works with RappDigital, developing teleservices and customer contact programs. "As we're delivering the brand and the essence of the brand, we will be looking at how we're delivering on the brand promise," Mr. Lyons says. "We will be tying that into the call centers through e-Care Solutions."

Age: 34.

Education: Seton Hall University -- BA in marketing and advertising, 1988.

Work highlights: July 1999-April 2000, principal-emerging business markets, MarchFirst; April '98-June '99, VP for e-business, Conseco; Feb. '97-March '98, VP for e-commerce, Transcom; April '95-Jan. '97, manager-national sales center, GE Supply.

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