 | "Building a Great Customer Experience: How to Foster Intimacy and Create Value Using Self Service", a white paper by Elaine Cascio, sponsored by Genesys
|
| | "Five Things You Can Do To Improve Your Customer Experience Now", by Elaine Cascio in the June 2010 issue of Internet Telephony Magazine
|
| | "Home Renovations and IVRs", by Elaine Cascio in the April 2010 issue of Internet Telephony Magazine.
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| | "It's Time to Climb Out of the Foxholes", by Dale Graff in the February 2010 issue of Internet Telephony Magazine.
|
| | "The Evolution of Social Networking: Are You Ready?", by Elaine Cascio in the December 2009 issue of Internet Telephony Magazine.
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| | "Customer Experience and Bad Profit", by Elaine Cascio in the October 2009 issue of Internet Telephony Magazine.
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| | "A Seismic Shift for Communications", by Don Van Doren in the June 2009 issue of Internet Telephony Magazine.
|
| | "Hosting: An Option for Your Organization?", by David Powis and Don Van Doren in an April 2009 article for Strategic Path
|
| | "Ten Steps to Successful Software Implementation (or how to save money and grow staff during tough times) ", by Lisa Stockberger in the April 2009 issue of Internet Telephony
|
| | "What Are Contact Centers Saying about Unified Communications?", by Anne Keefer in the February 2009 issue of Internet Telephony Magazine
|
| | "Contact Centers and the Recession: Emerge as a Leader", by David Powis in the December 2008 issue of Internet Telephony Magazine
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| | "Measuring The Customer Experience", by Elaine Cascio in the October 2008 issue of Internet Telephony Magazine
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| | "The Customer Intimate Contact Centre", by Elaine Cascio and Linda Van Doren in a March 2009 article for Strategic Path
|
| | "The Numbers Trap", by Elaine Cascio in the November 2008 issue of Internet Telephony Magazine
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| | "The Future of Self Service", by Elaine Cascio in the September 2008 issue of Internet Telephony Magazine
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| | "Unified Communications Deployment Models", by Don Van Doren in the March/April 2008 issue of Von Magazine
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| | "Unified Communications in 2008", by Don Van Doren in the January 2008 issue of Von Magazine
|
| | "Unified Communications Terminology Wars", by Don Van Doren in the December 2007 issue of Von Magazine
|
| | "Will Contact Centers Take the Plunge into Unified Communications?", by Don Van Doren in the November 2007 issue of Von Magazine
|
| | "Unified Communications Battle Lines", by Don Van Doren in the October 2007 issue of Von Magazine
|
| | "Needed: Better Communications for Unified Communications", by Don Van Doren in the September 2007 issue of Von Magazine
|
| | "Features, Advantages, and Benefits of Unified Communications", by Don Van Doren in the August, 2007 issue of Von Magazine
|
| | "Unified Communications ROI for Microsoft Office Communication Server 2007", a white paper by Marty Parker and Don Van Doren
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| | "Focus on Unified Communications", by Don Van Doren in the July 2007 issue of Von Magazine
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| | "Contact Centers at Mid-Year", by Don Van Doren in the June 2007 issue of Von Magazine
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| | "Top UC Applications Are Now Apparent", by Marty Parker and Don Van Doren in the June 2007 issue of Business Communications Review
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| | "Hosted Contact Centers", by Don Van Doren in the May 2007 issue of Von Magazine
|
| | "Unified Communications and Contact Centers", by Don Van Doren in the April 2007 issue of Von Magazine
|
| | "Developments in Presence", by Don Van Doren in the March 2007 issue of Von Magazine
|
| | "Will 2007 Be The Year Of Unified Communications?", by Marty Parker and Don Van Doren in the March, 2007 issue of Business Communications Review
|
| | "Serving the Person-of-the-Year", by Don Van Doren in the February 2007 issue of VON Magazine
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| | "Voice Messaging in Transition", by Marty Parker in the February 2007 issue of Business Communications Review
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| | "Building Communications into Business Processes", by Don Van Doren in the January 2007 issue of Internet Telephony Magazine
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| | "Finding Successful Implementations", by Don Van Doren in the January 2007 issue of VON Magazine
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| | "The ROI of Business Communications", by Marty Parker in the January 2007 issue of Internet Telephony Magazine
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| | "Business Continuity Planning", by Don Van Doren in the December 2006 issue of VON Magazine
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| | "Applying UC to Contact Centers", by Don Van Doren in the November 2006 issue of VON Magazine
|
| | "Presence - Making Unified Communications Work", by Don Van Doren in the October 2006 issue of VON Magazine
|
| | "Rethinking Success in Contact Centers", by Jason Alley in the October 2006 issue of ICCM Weekly
|
| | "Avoid the Voice Response Backlash Top 10: Update 2006", by Elaine Cascio and Linda Van Doren in the September 2006 issue of ICCM Weekly
|
| | "Normal Human Contact", by Don Van Doren in the September 2006 issue of VON Magazine
|
| | "Jump Start Your Strategic Thinking", by Elaine Cascio in the August 2006 issue of ICCM Weekly
|
| | "Unified Communications and Microsoft", by Don Van Doren in the August 2006 issue of VON Magazine
|
| | "What Is Unified Communications — And Why Should You Care?", by Marty Parker and Don Van Doren in the August 2006 issue of Business Communications Review
|
| | "Mired in Mediocrity", by Don Van Doren in the July 2006 issue of VON Magazine
|
| | "Technology Myth Busters - What Does VoIP Really Get You?", by David Powis in the July 2006 issue of ICCM Weekly
|
| | "IP and Customer Loyalty", by Don Van Doren in the June 2006 issue of VON Magazine
|
| | "Choose Best Practices Over Common Ones", by Elaine Cascio in the May 2006 issue of ICCM Weekly
|
| | "Preparing for a Pandemic (Part 2)", by Don Van Doren in the May 2006 issue of VON Magazine
|
| | "Preparing for a Pandemic (Part 1)", by Don Van Doren in the April 2006 issue of VON Magazine
|
| | "Mad as Hell! A Revolution for Customer Service", by Linda Van Doren in the March 21, 2006 issue of ICCM Weekly
|
| | "Outsourcing Options", by Don Van Doren in the March 2006 issue of VON Magazine
|
| | "A VoIP Application Planning Framework", by Marty Parker in the March 2006 issue of Business Communications Review
|
| | "VoIP: Voice Network or a Data Network? Critical Issues for Contact Centers", by Don Van Doren in the February 7, 2006 issue of ICCM Weekly
|
| | "A Transformation Case Study", by Don Van Doren in the February 2006 issue of VON Magazine
|
| | "Reaping Benefits with Multi-channel Customer Service", by Elaine Cascio in the December 20, 2005 issue of ICCM Weekly
|
| | "Changing the Conversation", by Don Van Doren in the December 2005 issue of VON Magazine
|
| | "ASR: Money Maker or Money Pit?", by Jason Alley in the October 24, 2005 issue of ICCM Weekly
|
| | "Enabling Hosted Services through VoIP", by Don Van Doren in the October 2005 issue of VON Magazine
|
| | "So, what is the best system to buy?", by David Powis in the September 2005 issue of ICCM Weekly
|
| | "Transforming businesses through IP", by Don Van Doren in the September 2005 issue of VON Magazine
|
| | "Yes, There is an ROI!", by Don Van Doren
|
| | "Justifying VOIP with Call Center Applications", by Don Van Doren in the June 9, 2005 issue of ICCM Weekly
|
| | "Call Center Underperforming? Take a good look at your HR skills.", by Sue Elliott in the May 25, 2005 issue of ICCM Weekly
|
| | "The Nitty Gritty of Operational Support", by Don Van Doren and David Powis in the May 2005 issue of VON Magazine
|
| | "Why Customer Experience Matters", by Elaine Cascio in the April 19, 2005 issue of ICCM Weekly
|
| | "Building the Business Case for IP", by Don Van Doren in the March 2005 issue of VONMagazine
|
| | "Where Has My Cadillac Gone?", by Jason Alley in the February 22, 2005 issue of ICCM Weekly
|
| | "Multi-Site Contact Centers: The 'Killer App' for VoIP?", by Don Van Doren in the February 2005 issue of VON Magazine
|
| | "Insider Tips on Transitioning Your IVR From Touch Tone to Speech", by Elaine Cascio in the January 31, 2005 issue of Speech Technology Week
|
| | "On-Demand Contact Centers, Anyone?", by Jason Alley in the November 23, 2004 issue of ICCM Weekly
|
| | "When You Come to a Fork in the Road, Take It", by Don Van Doren in the November/December 2004 issue of VON Magazine
|
| | "Call Center Underperforming? Take a good look at your HR skills!", by Sue Elliott in the October 21, 2004 issue of ICCM Weekly
|
| | "VoIP in the Contact Center", by Don Van Doren in the September/October 2004 issue of VON Magazine
|
| | "Why Can't I Talk to the Person I Spoke with Last Time?", by Areg Gharakhanian and David Powis in the August 17, 2004 issue of ICCM Weekly
|
| | "How to Get Your Slice of the Corporate Pie", by Lisa Stockberger in the July 13, 2004 issue of ICCM Weekly
|
| | "Dear Diary: It's Been 184 Days Since Sue Elliott Signed Up for Broadband...", by Sue Elliott in the July 2004 printed version of Unlimited Magazine
|
| | "Do's and Don'ts for Winning Email Responses", by Lisa Stockberger in the June 8,2004 issue of ICCM Weekly
|
| | "Planning Your Call Center's Migration to VoIP", by Don Van Doren and David Powis in the June 2004 issue of INNTouch
|
| | "Think Clearly about Offshore Outsourcing", by Don Van Doren in the May 4, 2004 issue of ICCM Weekly
|
| | "Risky Business: Transitioning Your IVR from Touch Tone to Speech", by Elaine Cascio in the February 3, 2004 issue of ICCM Weekly
|
| | "Managing the Generation Gaps in Your Call Center", by Lisa Stockberger in the November 13, 2003 issue of ICCM Weekly
|
| | "IVR Usability Testing: Don't Go Live Without It!", by Elaine Cascio and Sue Elliott in the July 10, 2003 issue of ICCM Weekly
|
| | "Is ASR Right for You?", by Gail Sprague in the March/April 2003 issue of Contact Professional
|
| | "Integrating Self Service into Your Contact Centre", by Sue Elliott in the April 2003 issue of TelCall Magazine
|
| | "Open Telephony Solutions: Does Reality Bite?", by Areg Gharakhanian in the December 13, 2002 issue of ICCM Weekly
|
| | "ASPs: Two Models That Work", by Lisa Stockberger in the October 2002 issue of Customer Interface Magazine
|
| | "Should Contact Centers Jump on the VoIP Bandwagon?", by Maren Symonds, October 2002
|
| | "Better Process Reengineering", by Lisa Stockberger in the August 29. 2002 issue of ICCM Weekly
|
| | "Which VoIP Architecture Makes Sense For Your Contact Center?", by Areg Gharakhanian, July 2002
|
| | "Understanding Simulation Modeling for the Contact Center", by David Powis, April 2002
|
| | "Is Self-Service Driving Your Customers Away?", by Elaine Cascio in the January 17, 2002 issue of ICCM Weekly
|
| | "Charting A Safe Passage to Multimedia Customer Contact", by Maren Symonds, August 2001
|
| | "Agent Occupancy: Should We Care?", by Sue Elliott, May 2001
|
| | "Adding Web-based Capabilities to Traditional Call Centers", by Don Van Doren in the February 2001 issue of Call Center Management Review
|
| | "Avoiding the Voice Response Backlash: Update 1999", by Elaine Cascio and Stephen Marshall, Summer 1999
|
| | "Power to the People: The Human Benefits of CTI", by Dave Armstrong, Spring 1999
|
| | "Three Steps for Creating Effective Call Center Measures and Reports", by Gail Sprague, Fall 1998
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