TelCoa Releases Top Ten Reasons to Have Employees Work from Home
TMCnet's Brendan Read today covered the news that The Telework Coalition (TelCoa), a Washington, D.C. based telework education and advocacy organization, has released a list of top ten reasons to have...
View ArticleIs Wiretapping Really an Effective Way to Combat Terrorism?
NICE Systems today announced that it has won a "mega security contract" from a government agency, the first phase of which is expected to generate more than $55 million over the next two to three...
View ArticleFrom IVR to Online Banking
Until a few weeks ago I was a holdout on making the switch to online banking. Call me paranoid, but having covered network technology (including, to a degree, the challenges of network security) for...
View ArticleMarch of the Interoperability Announcements
In addition to covering call and contact center I also cover telecom, including hardware, software and services.Lately I've noticed a slew of interoperability announcements coming from the major IP PBX...
View ArticleSalesforce Brings Social Networking to the Workplace
Salesforce has introduced a new social networking platform for the workplace called Chatter. The idea is to have sales teams use social networking for communication and collaboration - and to give...
View ArticleCall Center Agents Stand Ready as the Catalogs Come Flooding In
We've been getting flooded with catalogs at my house during the past couple of weeks. It seems like some merchants are doing a little more prospecting this year: Although I didn't take an official...
View ArticleCall Center Industry Appears to be Rebounding
As I mentioned in one of my earlier blog posts, TMCnet does not know of any reliable or accurate measure of the size or growth rate of the call center industry. With so many companies operating so...
View ArticleIBM, Assurant Team on Call Center Analytics Solution
IBM and insurance management solutions provider Assurant Solutions recently announced their new Real-Time Analytics Matching Platform (RAMP), which uses advanced analytics to match a caller with the...
View ArticlePassage of Caller ID Spoofing Bill May Raise Issues for Call Centers
Last week I wrote about a recent customer survey performed by caller ID management company DipFees.com which reveals the importance of having accurate CNAM caller ID for outbound call centers.DipFees...
View ArticleOn Pocket Knives, Baristas and Passion
One of the things I noticed during Interactive Intelligence's Interactions '10 user's conference in Indianapolis last week is the high level of passion the company's employees have for its products....
View ArticleThe Value of Agent Supervisor Portals in Resolving Scheduling Disputes
My wife works in the restaurant business and the other day she brought up a scheduling scenario that made me further realize the value of workforce management software -- and in particular...
View ArticleInteractive Intelligence to Unveil CIC Version 4.0 at Partner Event
Hi I'm reporting live from the 2010 Interactive Intelligence Global Partner Conference in San Antonio, which is about to Kick Off shortly.The company, which makes contact center, business process...
View ArticleA Review of Interactive Intelligence's CaaS Offering
This is the continuation of my live blog coming from Interactive Intelligence's Partner Conference in San Antonio:Roe Jones, Product Manager for Interactive Intelligence, presents on the company's new...
View ArticleContact Center Market Update 2010
This is the continuation of my live blog from Interactive Intelligence's Annual Global Partner Conference, currently underway in San Antonio, Texas.This morning I'm attending a session about the state...
View ArticleInteractive Intelligence's 'Interactions 2011' Attracts Record Attendance
I just wrapped up Day Two of Interactive Intelligence's annual user's forum, Interactions 2011, and I must say this event keeps getting better every year -- and I've covered it now three years in a...
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