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The 60s Called—They Want Their Call Center Back

Consumers—people like you and me—experience a big disconnect when they move from the world of the web to talking to the customer representatives of the businesses they frequent. The easy availability of information from almost any location has already transformed our day-to-day lives.  Want to know the hours of your favorite store? When your order […]

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Enterprise Connect: Where the Smart Money Takes to the Cloud

If Enterprise Connect attendance is an accurate indicator, cloud-based applications might be moving into larger and more risk-averse enterprises, such as finance. Statistics aren’t yet available for this year, but last year, almost a quarter (24.6 percent) of the attendees of the premier enterprise show—which focuses primarily on communications and collaboration in large businesses—are in […]

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Is Your Company in Call Center Denial?

Are you in denial about running a call center? Lots of companies are. They don’t think that the heavy incoming customer calls they take really constitute a “real” call center or—if email, web or chat is also involved—a contact center.  They’ve grown—often quickly—but can’t quite think of themselves as needing a call center, which they […]

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Apple Deal Underscores Safe Harbor’s Importance in Business Communications

The news that Apple is going to spend nearly $2 billion on new European data centers—and the open secret that it’s doing that to assuage Europeans that their data won’t leave Europe—recently put Safe Harbor laws for privacy back in the news. $2 billion! That’s Real Money Even for Apple As Everett Dirksen used to […]

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