How did the contact centre phenomenon come to dominate, and limit, modern customer interactions?

Steering a company with the right control panel - part two.

Can cloud service providers meet and maintain the 'five nines' of uptime?

The continuing meltdown in IT security, as witnessed by the latest incident: situation critical or head in the sand?

The ability to govern IT systems has to be of primary importance to any business.

There is a fine line between too much and too little project governance.

Lean business intelligence aims to maximise end-customer value and minimise waste.

Is your call centre sowing a healthy legislative future?

Quantifying the return on investment will help customers to take the next step.

Why platform-specific mobile development for business is not an option.

Personal data storage sites can be abused by those with malicious intent.

Optimising business processes helps to facilitate customer-oriented activities.