Staffing & Retention: Finding and Keeping The Best Call Center Agents

It's up to you to make sure you hire the right people, train them well and keep them motivated to do a good job. We'll explore the complex issue of how to do it right in this open forum.

Outsourcing and Offshoring

Cost savings aside, going offshore carries risks as well as rewards. It's a big world out there " are you ready for it?

The Call Center Reloaded

How do you capitalize on next-gen technologies? Join the editors of Call Center Magazine in discussing the next big things in customer-contact technologies and business strategies.

Cutting Over To An IP PBX

An interactive discussion of the things that come up during and after the cutover -- things like network management; and ongoing Quality of Service.

Roundtable Wrap-Up: Preparing For Convergence

We spent a month discussing what happens before you cut over to a converged IP phone system. Here are some of the highlights of the conversation.

Are We Better Off Without 3G?

High-speed cellular networks are finally here. But in a world of Wi-Fi, are they too little too late?

Preparing For Convergence

If we're on the cusp of integrating converged telecom into my organization, how can we do it in a way that's going to make sense for the future and the present circumstances?

Next Generation Firewalls: Active Defense Against Attacks

What needs to be done to improve the quality of network firewalls to handle what's coming down the road - because the next-generation attack requires a next-generation firewall.

Web Services & Security

Balancing open Web communications with the need for security isn't as hard as it looks. A new generation of standards may keep emerging Web services applications safe.

Unified Communications: What's In the Black Box?

Let's cut through the clutter and get to the heart of what value UC brings to the enterprise.

Call Center Agents

Roundtable Wrap-Up: Call Center Agents

Call Center Agents

Roundtable Wrap-Up: Call Center Agents

Call Center Measurement: Quality Assurance, Performance, and the Quest to Do Better

Roundtable Wrap-Up: Call Center Measurement

Enterprise Instant Messaging: A Communications Revolution in the Making?

Do enterprise-level versions of IM clients herald a major change in how people in business communicate? What will become of email, voice, and groupware?

Open Forum: SAN IT Check

Are Storage Area Networks ready for your business? What do you think?

3G Services & The Future of Business Communications

Roundtable Wrap-Up: 3G Services & The Future of Business Communications

Migrating To Multi-Modal Personal Communications In The Enterprise

Roundtable Wrap-Up: Migrating To Multi-Modal Personal Communications In The Enterprise

Open Floor: Roundtable Topics?

VoIP & The Enterprise Value Proposition

Roundtable Wrap-Up: VoIP & The Enterprise Value Proposition

Converged Personal Communication Services

Roundtable Wrap-Up: Converged Personal Communication Services