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:  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 [...]