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Sep30

The Skype Hype

Posted on 30 Sep 2009 by Ritu Maheshwari
Skype means business this time…and that is why it is now available for businesses. The “Skype for SIP” has its beta program open for businesses. This program also reinforces the notion that SIP is the de-facto standard for the IP Telephony industr ...[Read More]
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Sep30

"Big Brother" Is Monitoring Your Work

Posted on 30 Sep 2009 by Rachel Wentink
A recent article in The Economist titled “Big Brother Bosses” commented that more and more companies are using software to monitor their employees’ behavior. According to the article, in these days of financial stress, there’s been a communication ...[Read More]
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Sep28

Answering Machine Detection Accuracy - Facts and Myths

Posted on 28 Sep 2009 by Matt Taylor
I've discussed this topic so many times over the years that it reminds me of stories I would tell my kids only to have them say "yeah, Dad, we've heard this one before".  But one thing is for sure, there is a bunch of myth and misunderstan ...[Read More]
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Sep22

Measuring Customer Satisfaction in the Contact Center

Posted on 22 Sep 2009 by Joe Staples
Alright, I'm going to apologize up front for this post, though I really question the need for an apology since in my posting of non-Joe Staples material, I am giving full attribution to the real author. Over the past few months I've posted a numb ...[Read More]
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Sep16

Realizing the benefit of Workforce Management: It's all about balance.

Posted on 16 Sep 2009 by Troy Plott
Workforce Management (WFM) programs can provide a significant return on investment (ROI) if executed correctly.  Like many of the other programs in the Workforce Optimization space, the success or failure depends not only on the technology itself bu ...[Read More]
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Sep14

Avaya Buys Nortel -- What's it All Mean?

Posted on 14 Sep 2009 by Joe Staples
Avaya is the winning bidder for the Nortel enterprise business unit. $915 million later (plus another $15 million to try and keep key employees) and now what does it mean for the communications industry? Depends on what chair you're sitting in. ...[Read More]
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Sep10

Careful out there contact center managers, someone is stealing agents

Posted on 10 Sep 2009 by Brad Herrington
I recently presented at a conference on features available for today’s remote contact center agents. A routine talk you’ve probably seen about functions like recording, coaching, multi-channel queuing and other contact center centric items that we ...[Read More]
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Sep08

Audio Cassettes, Laser Disks & H.323

Posted on 08 Sep 2009 by Abi Chandra
My wife had been anticipating this long Labor Day weekend for a while.  On Thursday, she gave me an ultimatum:  clean out the basement of all of my old IT books, training manuals and the veritable graveyard of technology products or she’ll do it f ...[Read More]
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Sep04

F1 Please

Posted on 04 Sep 2009 by Peter Nees
F1 = the universal keyboard shortcut for "Help" in an application.  How often do you read documentation on a new product? How would you classify yourself? A) Someone who always reads or scans documentation first B) Someone that reads ...[Read More]
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Sep03

SIP Carriers in the Contact Center

Posted on 03 Sep 2009 by Tom Fisher
A large number of Interactive Intelligence folks were out at the ITEXPO event in LA this week giving presentations and I’m sure soaking in some nice California sun.  In reviewing the presentations and the agenda being delivered I was pleasantly ...[Read More]
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