SIP Conferencing/Collaboration

Global organizations utilize conference calls as a very important business tool for collaboration. Multi-branch organizations were the first to recognize the value in voice and video conferencing services to economize on travel costs and to coordinate business actives. Other smaller organizations have also begun to recognize that having access to easy-to-use conferencing resources speed up collaboration efforts with clients and suppliers. Whether using a traditional TDM PBX, an IP-PBX or a hosted service provider, SIP is seen as a key technology going forward to help tie organizations together and dramatically reduce the costs of conferencing. As voice is virtually ubiquitous in all conferencing applications, this whitepaper will focus on the voice component, whether from PSTN callers or from web-based conference clients. We'll save the other media types for future whitepapers

The Local Exchange Network in 2015

The following is a forecast of the North American local exchange network at the end of 2015, viewed from the perspective of 2001. Technology Futures Inc. author Lawrence K. Vanston looks beyond current ups and downs of the telecommunications industry and describes a future that reflects the fundamental drivers of technology change over the long run.

Why Aren't They Coaching in the Call Center?

This paper discusses the primary inhibitors to successful call center coaching as discovered by Knowlagent during Coachpalooza '05, a series of Supervisor Focus Groups held with seven large call centers. This paper also provides both a set of recommended best practices and a suggested model — The Value-Driven Coaching Model — to address these "inhibitors."