Stimulus 101: The $19 Billion Healthcare IT Giveaway
By Leigh Burchell When President Barack Obama signed the American Recovery & Reinvestment Act on Feb. 17, he did much more than stimulate the lagging … Read more
technology articles
IVR Goes Proactive
By Donna Fluss This market is being driven by strong demand for self-service applications, strong speech recognition capabilities, a steady flow of innovation, the growth … Read more
Harvard Health Publications Launches New Consumer Website
Harvard Health Publications, a publishing division of Harvard Medical School, announces the launch of its redesigned and enhanced website to serve the needs of health-conscious … Read more
Increasingly Accessed for Drug Information, Study Finds Wikipedia Lacking
The Annals of Pharmacotherapy, December 2008 issue, reported on an analysis of Wikipedia’s viability as a source of drug information, since it is an increasingly … Read more
Securing the IP Contact Center
By Kevin Mitchell As communications evolves in service provider and enterprise networks, VoIP and IP interactive communications (IC) adoption are on the rise in contact … Read more
Redundancy Solutions Maximize Call Centers Uptime
By David Weiss With the ongoing migration of voice communications toward server-based facilities and IP networks, today’s call centers are susceptible to all of the … Read more
Three Steps to Better Communications
By Chris Heim A surgical team is making final preparations for a long-awaited kidney transplant. In the meantime, EMTs have been dispatched to the scene … Read more
The Next Generation of Office Phone Systems
By Harprit Singh We rarely think twice about picking up the phone and hearing a dial tone on the other end. Yet behind this simple … Read more
Disaster Recovery for the Call Center
By Jim Becker Not every disaster is as horrific as Hurricane Katrina, but call centers can also be affected by lightning, fire, water damage, telephone … Read more
Call Recording in Your Call Center
By Peter Lyle DeHaan, Ph.D. Once thought of as a call center luxury, call recordings (also known as voice loggers) were used exclusively to document … Read more