The 60s Called—They Want Their Call Center Back

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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…

Enterprise Connect: Where the Smart Money Takes to the Cloud

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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…

Is Your Company in Call Center Denial?

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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…

Apple Deal Underscores Safe Harbor’s Importance in Business Communications

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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…