Author:  Mike Sheridan, SVP of Strategy
Recently, while I was filling out my expense report, I realized that I had a question about something related to policy.  I wasn’t sure if I needed help from someone in HR or accounts payable, and I found myself wondering how I could identify the resident “expert” in my company [...]

Author:  Gary Barnett
It looks like the contact center is converging with the enterprise thanks to UC. Take, for example, the idea of tapping expertise found in knowledge workers throughout the enterprise – a concept that has been a holy grail for many. The challenge has been identifying when a knowledge worker with the required skills [...]