How WebRTC Will Affect the Contact Center
By Paul Adams The conversation volume around WebRTC has spiked in recent months, reflecting interest in how the World Wide Web Consortium’s (W3C) emerging standard … Read more
By Paul Adams The conversation volume around WebRTC has spiked in recent months, reflecting interest in how the World Wide Web Consortium’s (W3C) emerging standard … Read more
By Donna Fluss This column may irritate some readers, and I apologize to anyone who is offended. But if my writing drives change and improves … Read more
By Dave Martin Call center managers know that unified IP-based communications are able to boost productivity, reduce costs, and improve customer service levels. Additionally, cloud … Read more
By Wayne Scaggs The title of this article may be a broad statement, and most of us say we are willing to change, including me. … Read more
By Douglas Goist In 1938, seventy-four years before this October’s annual celebration of National Disability Employment Awareness Month, the US Congress created the National Industries … Read more
By Cesar Vallejo Purchasing technology for the contact center can be overwhelming – companies must wade through a variety of vendors, solutions, and options to … Read more
By Wayne Scaggs Wow! Do you know how much I can save if I buy a computer without the operating system? I can save several … Read more
By Matt Rocco It seems to happen for no apparent reason, and it appears that there’s no way to prevent it – or stop it … Read more
By Charlie Bogart Dropped calls are not new. They happen to small contact centers, large contact centers, and everyone in between. While it may appear … Read more
By Bob Hockman Networks have become a strategic asset, the lifeblood of organizations. Once considered a “techy thing,” networks are now mission-critical for every member … Read more