Author:  Roger Sumner
Nearly every day when I read the newspaper, listen to the radio, or turn on the television, I see something about the “Bird Flu.”  I haven’t yet started building and stocking my own personal bunker, but I am strongly recommending that our customers think about and plan for the possibility of a pandemic […]

Author:  Jim Mitchell
I was walking around my home tonight thinking about how much I would enjoy living in a “smart house.”  You know, one of those houses where all electronics and appliances are remotely controlled.  I would love it if I could press a button as I walked through my front door and instruct my […]

Author:  Gary Barnett
The Yankee Group recently published a new study that found Voice over Internet Protocol (VoIP) adoption rates in call centers are expected to grow from 17% in 2005, to 47% by the end of 2007; and the VoIP penetration rate of agent seats is anticipated to rise from 16% in 2005 to more […]

Author: Roger Sumner
This morning, I got in my car to drive to work. My car operates on gas, which is still the standard fuel for most vehicles. On my way to work, I drove on the right side of the road - the standard side in the U.S. And, after I sat down at my […]

Author:  Jim Mitchell
During the past 25 years or so, I’ve visited thousands of customer sites and have seen countless predictive dialer implementations.  There has historically been one overriding commonality - dialers have been used to connect people to people; live agents to prospects and customers, and vice versa.  But things don’t always stay the same, […]