Call Heard 'Round the World, The: Voice Over Internet Protocol and the Quest for Convergence - by David Greenblatt. An exploration of Voice over Internet Protocol (VoIP) and the quest for convergence, which is changing the face of media delivery and voice communication. Read more.
Designing the Best Call Center for Your Business: A Complete Guide for Location, Services, Staffing, and Outsourcing - by Brendan B.Read. Examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design, site selection, including communications and power backups, finding the right property and staff recruiting, training and retention. Read more.
