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December 2010

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Governments' "Gifts" to Cisco, Citrix, InterCall, Polycom, Vidyo, et al...

December 23, 2010

‘Tis the gift giving season. For the OEMers and resellers of audio-, web- and videoconferencing equipment their presents have come early thanks (unwittingly) to the U.S. and Canadian governments.

For their actions have pushed adoption and use of video especially to their tipping points where they start to become the norm in business but even in consumer personal interactions.

Calling During the Holidays (and afterwards)? Be Nice, Not Naughty

December 17, 2010

This is the time of year where all bells should be ringing in tune at and at the right times: church bells, those of the Salvation Army volunteers, those at the cash registers and those at the homes from telemarketers and other contact centers making unsolicited calls.

This is also the time of year where children are reminded to "be nice, not naughty": a reminder that grown-ups should be given too. That includes those who manage contact centers.

For the laws regulating calling hours, whom to call and what devices to be reach are strict and are enforced. The lumps of coal in one’s stocking for being bad is nothing compared to those received from publicity-seeking elected officials: which are in comparison mere taps to those that can be wielded from annoyed customers via comments delivered through Tweets and posts.

Here are some of the common areas that poor judgement in which can make good contact centers into bad ones:

* The U.S.

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