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Laura Stotler Info


TMCnet Contributing Editor
Laura Stotler has written about communication technologies for 14 years, specializing in managed services and VoIP. She has contributed to TMC in a number of capacities as online content director of TMCnet, editorial director of Communications ASP magazine and managing editor of Internet Telephony magazine.

Latest Articles

Tips for Fostering an Inclusive, Engaging Call Center Culture - 01/24/2020
The Importance of Social Media for Hiring Talented, Engaged Agents - 01/23/2020
AI Tools Being Used to Create a More Empathetic Call Center - 01/22/2020
AI's Important Role in Customer Service Workflows - 01/17/2020
The Evolving Role of Chatbots in the Customer Service Realm - 01/17/2020
The Value of Long-Term Forecasting & Scheduling in the Call Center - 01/16/2020
UPenn Chooses Vonage to Unite Campus Communications - 01/15/2020
Seattle Work Scheduling Law Offers Model for the Call Center - 01/10/2020
Nashville 911 Issues Highlight Global Call Center Problems - 01/10/2020
New Illinois Law Could Serve as Benchmark for AI Use in Hiring - 01/08/2020
Migrating Communications to the Cloud with Minimal Disruption - 01/03/2020
AI's Critical Role in Public Safety and Emergency Services - 01/03/2020
Achieving Balance in the Call Center Management Juggling Act - 01/03/2020
Twilio Performance May Indicate Cloud Communications Growth in 2020 - 01/03/2020
Synoptek Becomes Latest MSP Victim of Ransomware Attack - 01/02/2020
Dutch Government Proposes Act to Prevent Hostile Takeover of Telecom and Internet Companies - 01/02/2020
Superior Customer Service Needs to Be the Norm, Not the Exception - 01/02/2020
AI Versus Human Thought: Which Will Prevail? - 12/27/2019
How AI is Improving CX and Customer Engagement - 12/27/2019
Fuze and Snap Recordings Partner on Personalized Customer Experiences - 12/27/2019
AMD Announces Transformative Partnership with Blockchain Gaming Alliance - 12/27/2019
Alibaba Wins Blockchain Patents and Solidifies Fintech Partnerships - 12/27/2019
Holiday Tips for the Busy Call Center - 12/20/2019
AI Vital for Omnichannel Customer Engagement - 12/20/2019
Cisco Shapes the Future Network with Silicon One Chip and Router Line - 12/20/2019
AI's Steady Takeover of the Hiring Process - 12/18/2019
Elizabeth Warren's Fair Workweek Plan Would Address Erratic Scheduling - 12/11/2019
CyrusOne MSP Customers Victims of Ransomware Attack - 12/11/2019
MSPs Need to Get Ahead of Ransomware Attacks - 12/06/2019
Google's Contact Center AI Could Transform Customer Service - 12/06/2019
HoloLens 2 Mixed Reality Project Aims to Improve Call Center Scheduling & Performance - 12/06/2019
Orange Selects Ericsson for Managed Services, AI & Automation - 12/05/2019
Comcast Launches ASL Now Customer Service Offering for Deaf Subscribers - 12/05/2019
Sprint's New Omni VoIP Service Aimed at SMBs - 11/27/2019
Salesforce Broadens AI-Based Einstein Voice Assistant - 11/27/2019
Workforce Logiq Acquires ENGAGE Talent and Adds AI and Analytics - 11/26/2019
Verint Upgrades WFM Solution with AI and Automation - 11/26/2019
Mining Data to Improve Call Center Scheduling - 11/25/2019
The Millennial Generation Needs a Comprehensive Mobile Workforce Strategy - 11/25/2019
Washington 911 Call Center Undergoing Upgrade - 11/22/2019
Google Enhances CallJoy Virtual Customer Service Agent - 11/22/2019
Microsoft's Endpoint Manager Solution Streamlines Device Management - 11/21/2019
The Surprising Growth of AI in Retail Businesses - 11/20/2019
Using the Right Technology Tools for Call Center Management - 11/18/2019
Conversational AI Transforms the Call Center at Constant Contact - 11/15/2019
AI's Inevitable Impact on the Customer Experience - 11/13/2019
The Complex Ethical and Social Responsibilities Surrounding AI - 11/13/2019
Tijuana Becoming the New Bombay for Call Centers - 11/13/2019
The Many Business Productivity Advantages of VoIP - 11/11/2019
Using AI and Automation to Improve Call Center Management - 11/11/2019
The Exciting and Controversial Use of AI in the Hiring Process - 11/07/2019
How AI and Bots are Improving the Travel Industry - 11/06/2019
New Modzy Platform Designed to Scale AI Deployments Across the Enterprise - 11/05/2019
AI and Automation Natural Fit for CRM - 10/25/2019
Unpredictable Schedules Are a Major Problem for U.S. Workers - 10/25/2019
Courtside Solution Uses AI to Automate Court Transcription - 10/24/2019
AIOps Is Tearing Down Traditional Technology Siloes - 10/18/2019
NTI's Disabled, Remote Agents Help Curb Call Center Attrition - 10/18/2019
Chatbots Can Close the Sale - But Only with Unknowing Customers - 10/18/2019
St. Louis Blues Using Chatbot to Drive Revenue and Improve Fan Engagement - 10/17/2019
Homeland Security Warns of Chinese Cyber Attacks on MSPs - 10/16/2019
The Importance of AIOps for Mission-Critical Workloads - 10/04/2019
Human and AI Collaboration in the Future Workplace - 10/04/2019
Women Assuming Major Role in AI Development - 10/04/2019
The Importance of AI and Voice Analytics in the Call Center - 09/26/2019
Military and Healthcare Industries Driving AI Investments and R&D - 09/26/2019
Using AI to Improve Call Center Scheduling and Management - 09/26/2019
AIOps Market Growing Slowly and Steadily - 09/25/2019
Google Looks to India for AI Development and Research - 09/24/2019
Airlines Using AI to Forecast Demand and Improve Efficiencies - 09/06/2019
Preparation Key for Call Centers During Hurricane Dorian - 09/06/2019
Preparation Key for Call Centers During Hurricane Dorian - 09/06/2019
New North Carolina 911 Call Center Will Meet Next-Gen Demands - 09/05/2019
SIP Trunking On the Rise, Even for UCaaS - 08/30/2019
Using AI to Treat the Global Problem of Job Burnout - 08/30/2019
Important Factors for Call Center Recruiting - 08/30/2019
Splunk to Buy SignalFX in $1.05 Billion AIOps Deal - 08/29/2019
Affiliate Ban Would Effectively Kill Off US Market for Huawei - 08/20/2019
The Benefits of Speech Analytics for Customer Service - 08/19/2019
Massive DoD JEDI Cloud Project Under Review but Moving Forward - 08/16/2019
Verint Honored for Workforce Optimization Solution of the Year - 08/15/2019
California's Outdated 911 Call Centers Slated for an Update - 08/15/2019
CI's Virtual Concierge Simplifies AI for Customer Interactions - 08/14/2019
Automated Coaching is the Next Phase of Workforce Management - 08/02/2019
Blockchain Offers an Exciting Alternative to the Traditional Database Architecture - 08/02/2019
Taking Advantage of a HIPAA-Compliant Business VoIP Solution - 08/02/2019
Creating a Harmonious Environment for Workers in the Age of AI - 08/02/2019
Google Steps Up Contact Center AI Game - 07/31/2019
Microsoft's Exciting and Frightening $1 Billion Investment in OpenAI - 07/30/2019
AI Technology Will Improve the Workplace for Customer Service Agents - 07/26/2019
Delta Elevates Customer Service Using AI-Based Virtual Assistant - 07/25/2019
911 Call Center Managers Need to Be Prepared for the Unexpected - 07/25/2019
AI Already Improving Customer Service and Transforming the Call Center - 07/19/2019
AI Will Fill the Manager's Role in Workplace of the Future - 07/19/2019
How AI is Transforming Customer Relations - 07/19/2019
Finance Industry Banking on AI to Improve the Customer Experience - 06/13/2019
Topbox Enhances CX Using Conversational Analytics - 06/13/2019
Gleaning the Most Value From Call Center Scheduling Tools - 06/07/2019
How to Make an Informed Choice of VoIP Service Provider - 06/06/2019
Using Analytics to Improve Workforce Management - 06/06/2019
Guidelines for Managing Virtual Call Center Workers - 06/06/2019
Getting from Order to Auto-Renewal with Zero Effort - 06/05/2019
Why XaaS is an Ideal Fit for UC Services and Management - 06/04/2019
Toledo Call Center Training Program Gives Students Real-Life Experience - 05/31/2019
Monet Solution Makes Club Med Contact Center Scheduling a Day at the Beach - 05/31/2019
New Text Messaging App Designed to Help People Show Up in Court - 05/30/2019
The Lowdown on Low-Code for AI Development - 05/24/2019
AI Set to Transform the Financial Services Workplace - 05/24/2019
Ribbon Partnership with Westcon-Comstor Expands Reach of Network Edge Orchestration Solution - 05/23/2019
RingCentral Dialpad Beef Shut Down in Court - 05/23/2019
Time Constraints Create Tension at Veterans' Call Center - 05/23/2019
Extreme Networks D livers Customer-driven Networking Solutions with Sentinel - 05/20/2019
The Next-Gen Call Center Will Be Driven By Humans Using AI - 05/16/2019
Reversing the Call Center Turnover Trend - 05/14/2019
Call Center Agents In No Danger of Being Replaced by AI Anytime Soon - 05/10/2019
Essential Call Center Scheduling Practices to Keep Agents and Customers Happy - 05/08/2019
Human Contractors Are Mining Social Media Posts to Train AI Systems - 05/08/2019
Extreme Networks Embraces Software Side with Sentinel Solutions - 04/29/2019
A Hybrid Cloud Approach Practical for Contact Centers - 04/29/2019
AI Transforming the Global Role of Knowledge Workers - 04/26/2019
Momentum Telecom on a Roll with DCT Acquisition - 04/24/2019
Unify Square Broadens Reach with Cross-Platform UC Support - 04/24/2019
The Keys to Achieving Maximum Call Center Efficiencies - 04/22/2019
The Tricky Job of Calculating Call Center Staffing Needs - 04/22/2019
A Dynamic and Flexible Approach to Workforce Management in the Contact Center - 04/22/2019
The Role of SIP in the Unified Communications Landscape - 04/17/2019
Marrying Technology and Workforce Management in the Call Center - 04/10/2019
CallTower Launches CT Cloud Unite for Business App Integration - 04/10/2019
Bringing Cloud-Based Communications Services to SMBs - 04/10/2019
Measuring Inbound Call Center Success - 04/05/2019
Nextiva Business Communications Platform Awarded by Frost & Sullivan - 04/05/2019
Using Call Recording Systems to Achieve GDPR Compliance - 04/05/2019
Arcules Rolls Out Video Access Control-as-a-Service Solution - 04/04/2019
Mitel Powerhouse VAR Protel Communications Acquires Xtelesis - 04/04/2019
Twilio for Salesforce App Enables Out-of-the-Box SMS - 04/03/2019
Massive Win for Huawei as EU Allows Equipment in Member State 5G Networks - 04/02/2019
Patton VoIP Products Validated with Skype for Business - 04/02/2019
Video Conferencing Monitoring Solutions Essential for Success - 03/29/2019
Communication Key to a Successful Performance Management Program - 03/29/2019
CI Invests in Speech Rec Technology to Aid Speech Impaired - 03/28/2019
Avaya Gearing Up to Go Private Once Again? - 03/26/2019
A More Efficient Way of Handling the Customer Queue - 03/14/2019
Call Accounting Solutions Can Help with the EU's GDPR Requirements - 03/14/2019
Germany's 5G Buildout Fuels Anticipation and Controversy - 03/13/2019
Pushing 100G Over the Network Edge - 03/13/2019
The Most Important Call Center Productivity Metrics - 03/12/2019
Workforce Management Tools Key to Call Center Scheduling - 03/07/2019
Softphones Offer Advantages to Businesses of all Sizes - 03/07/2019
Management Practices Can Make or Break the Customer Experience - 03/06/2019
The Many Benefits of Choosing VoIP over a Traditional Phone System - 03/06/2019
Trinidad Prison Videoconferencing Project to be Completed - 03/05/2019
AI Best Used as Tool to Help Call Center Agents and Managers - 03/04/2019
Vulnerabilities Found in Lifesize Conferencing Solutions Raise Security Concerns - 03/01/2019
Predictive Worker Scheduling Leads to Health and Other Benefits - 02/28/2019
Digital Transformation Requires Federation and Automation of All Components - 02/27/2019
IPO Just Around the Corner for Collaboration Giant Zoom - 02/27/2019
Changing the Corporate Culture of Data Mining to Offset Privacy Concerns - 02/27/2019
Politics, Cybersecurity and Trade Complicate Development and Rollout of 5G - 02/25/2019
Qualcomm Helps Accelerate 5G Revolution with New X55 5G Modem - 02/25/2019
Immigration Lawsuit Highlights Need for Better Conferencing Technology Management - 02/22/2019
Key Service Provider Considerations for Choosing a Coherent Solution Vendor - 02/22/2019
The Incredible Pluggable Packs a Big Punch in a Small Package - 02/21/2019
SIP Performance is Critical Link Between Embedded Communications and the IP PBX - 02/21/2019
The Next-Gen Photonic Layer Will be Colorless, Directionless, Contentionless and Flexible - 02/21/2019
Nepalese ISP Deploys Ciena Solutions to Manage Network Growth and Fluctuations - 02/19/2019
The Importance of Adaptive Networking in the Evolution of 5G - 02/04/2019
Cable Operators Going Deep with Fiber Buildouts and Optical Networking Strategies - 02/04/2019
SD-WAN Meets the Demands of a Growing IoT - 06/06/2017
Pricing and Packaging Strategies for the SaaS Era - 06/05/2017
Suicide Prevention Hotline Fails US Veterans - 06/05/2017
Navigating the Complex and Cloudy World of UC - 06/05/2017
Remote Call Monitoring Integral to Call Center QA - 06/02/2017
Choosing the Proper Workforce Management Solution - 06/02/2017
US Companies in the Dark about 5G and Other Technologies - 06/01/2017
Smart & Autonomous Networks Result from Virtualization - 05/31/2017
Technology and Talent are Key Ingredients for Successful Call Centers - 05/31/2017
Consumers Can Report & Help Prevent Unsolicited Robocalls - 05/30/2017
The Autonomous SDDC Becoming a Reality - 05/30/2017
How to Select the Best WebRTC PaaS Provider - 05/30/2017
Medical Equipment Vendors Need an Embedded Software Monetization Strategy - 05/29/2017
The Value of VoIP Gateways in the Digital Age - 05/26/2017
Quality Assurance is Primary Objective of Call Monitoring - 05/25/2017
SD-WAN Offers Path to Application-Aware Networking - 05/25/2017
The Power and Value of Analytics and AI for Network Management - 05/25/2017 Use of BGP Important Advance for Open Networking - 05/25/2017
Industry Working on Standard to Prevent Robocalls - 05/24/2017
SaaS an Ideal UC Model for Startups - 05/23/2017
Sales Reps Can't Afford to Make a Weak Opening Statement - 05/23/2017
Using Authentication to Combat Identity Fraud - 05/23/2017
Common Traits of the Successful Call Center Manager - 05/22/2017
The Race to Push AI to Devices and the Network Edge - 05/22/2017
The Art of Coaching in the Contact Center - 05/22/2017
Technology Shoulders the Burden of Call Recording and Monitoring - 05/19/2017
New beroNet Modular Gateway 2 Range Suitable for Small Offices - 05/18/2017
Digital Fiber is the Greenfield Migration Path for Cable MSOs - 05/17/2017
Workforce Management Solutions Ease Strain on Help Desks - 05/17/2017
The Importance of Sales Lead Tracking Solutions - 05/17/2017
Servitization and the Path to Success for Industrial Automation - 05/15/2017
Digital Transformation is About People, Processes and Meeting Business Challenges - 05/15/2017
How Best to Handle the Move to Business VoIP - 05/12/2017

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