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A diverse toolkit includes interactive voice response (IVR), knowledge management systems, agent scripting, presence and instant messaging, real-time...
It's that wonderful time of the year when people around the world make their New Year's resolutions - things they'll do differently, bad habits they'...
By John Bartlett I consult from my home office, and so my wife often overhears my phone conversations. She can repeat my lines about packet loss and...
The Consumer Electronics show will be in Las Vegas next week, and one of the surprise announcements is that an industry consortium will be displaying...
If you're a return visitor, you'll notice that we've got some new content in the right-hand column, in the box marked "Feature Story." We originally...