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Rory J. Thompson Info

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Web Editor
Rory J. Thompson is a longtime techno-geek, starting with the PRODIGY online service back in the late ‘80s, and then having worked in various senior editorial capacities at major national technology publications including InformationWeek, Baseline and Smart Partner. Currently a Web Editor at TMC, he is also a contributing blogger to Ziff-Davis Media’s various web properties, including ITManagement.com, where he takes a slightly jaded look at the world of technology today, and how life was so much better when we all had to use dial-up. Not.

Latest Articles

Call Center Services Week in Review: inContact, Deloitte, The Wall Street Journal, Frost & Sullivan - 07/25/2015
Web-Scale Networking Week in Review: Ciena, FOX Sports, CRTC, More - 07/25/2015
Workforce Management Looking Strong Down the Road - 07/24/2015
Canadian Government to Fiber-Providers: Time to Share - 07/24/2015
Buckle Up: Call Monitoring Can Be a Rough Ride - 07/24/2015
Finding: Growth is Good for Call Centers - 07/23/2015
Finding: Contact Centers Facing Serious Growth Challenges - 07/23/2015
Better the Customer Experience by Bettering Your Employees - 07/22/2015
USA800 Adding Call Center to Kansas City Area - 07/22/2015
A Video Transport Solution Brings It All into Focus - 07/22/2015
Web-Scale Networking Week in Review: Ciena, Medxnote, TeliaSonera AB, More - 07/18/2015
Call Center Services Week in Review: Telax, inContact, Nuance Communications, Coca-Cola - 07/18/2015
And Now, a Word from the Lawyers - 07/17/2015
What Does Your Call Center and the NFL Have in Common? A Lot, Actually - 07/17/2015
'Must Haves' for Today's Contact Center - 07/17/2015
Like Sports, Contact Centers Need Flexibility and Speed - 07/17/2015
The Truth Is Out There: Common WFM Myths Debunked - 07/17/2015
When Striving for Quality, Put 'Service' First - 07/16/2015
VoIP Supply, Revolabs Work in Concert for Conferencing Solutions - 07/15/2015
Contact Center Callers Want a 'Complete Connection' - 07/15/2015
Outsource Your Work, but 'Insource' Your Humanity - 07/15/2015
Contact Center Workers Need Ongoing Education - 07/14/2015
Tone's ReliaTel Visual360 Debuts at IAUG Show - 07/14/2015
WFO Software Prominence Rising in the Contact Center - 07/14/2015
Web-Scale Networking Week in Review: Ciena, Fiber to the Home Council, More - 07/11/2015
Call Center Services Week in Review: inContact, CallMiner, TMCnet, More - 07/11/2015
Bigger Role Seen for Workforce Optimization Software - 07/10/2015
Top Partners Named for Master Agent Telarus - 07/10/2015
What Customers Say Has Real Value: Blog - 07/10/2015
Analytics Software Has a Growing Role in the Call Center - 07/09/2015
Quality, as Defined by Our Friends Overseas - 07/09/2015
Surprise: The Cloud is NOT the Solution to Everything - 07/09/2015
Scorecard Shows Ciena Tops in Optical Network Hardware - 07/08/2015
Keep Trying: Government Contact Centers Falling Short - 07/08/2015
Feds Finding Challenges When it Comes to Calls - 07/08/2015
Workforce Management Market: Growing Because It Works - 07/08/2015
Customer Satisfaction at Government Contact Centers Lags Private Sector - 07/07/2015
Web-Scale Networking Week in Review: Ciena, Netflix, More - 07/03/2015
Call Center Services Week in Review: inContact, Callidus Software, Teleperformance, More - 07/03/2015
Social Media Coming into its Own at Call Centers - 07/02/2015
Social Media Playing Bigger Role, Even in Outsourced Situations - 07/02/2015
Prisons Seeing the Light on Value of VoIP; Businesses Next? - 07/01/2015
Managing from the Top Down Makes Sense - 06/30/2015
Contact Centers Prove Key to Social Revolution - 06/30/2015
For Customers, 'Quality' Should be a Given, Not a Gift - 06/30/2015
Cloud Contact Centers Add Power of WFO - 06/30/2015
BluePath Sees Clear Path to Fiber Success in NYC - 06/30/2015
Manage Your Staff, Manage Expectations - 06/30/2015
Managing Workforce Management: It Can be Done - 06/29/2015
Axiom Fiber Outlines Big Plans for the Big Apple - 06/29/2015
Call Center Services Week in Review: inContact, Salesforce, Senior Living SMART, More - 06/27/2015
Web-Scale Networking Week in Review: Ciena - 06/27/2015
Coordinated Systems Proves: Onsite Onboarding Proves Beneficial to New Customer - 06/26/2015
Another Case for the Value of VoIP-Fax - 06/26/2015
BPO Client Adds inContact's WFM Option - 06/25/2015
InContact Adds to Customers' Arsenal - 06/25/2015
NICE Recognized for Speech Technology Excellence - 06/25/2015
SAP Staying on Top of Customer Engagement - 06/25/2015
Seeing the Light: BPO Client Adds Workforce Management Option - 06/24/2015
Report: Workforce Optimization Software Coming into its Own - 06/24/2015
Time to Get Paid: Telarus Launches New Commission Software - 06/23/2015
Web-Scale Networking Week in Review: Ciena, Telefonica UK, More - 06/20/2015
Call Center Services Week in Review: InContact, StubHub, Jackson National Life Insurance, Cicero, Almawave, More - 06/20/2015
No-Brainer: Better-Paid Employees Exceed Expectations - 06/18/2015
AT&T Faces Huge Fine for Alleged 'Slowdown' - 06/18/2015
On a Roll: NICE Again Named Leading WFO Vendor - 06/18/2015
Call Center Employees: Worth Their Weight in Gold? - 06/18/2015
Keep Confidence Up by Engaging Remote Employees - 06/18/2015
Save Money: Pay Call Center Workers a Better Wage - 06/18/2015
Opportunity Knocking: Telco Firm Moving on Cuba - 06/18/2015
High Speed Connections UK-Bound Courtesy of Ciena - 06/17/2015
Gallup Poll: Worker 'Engagement' Remains Flat - 06/17/2015
Contact Centers Fall Short in Customer Satisfaction - 06/16/2015
Ciena on the Right Track as Revenue Grows - 06/16/2015
Dialing for Disaster? Survey Finds Majority of Callers are Peeved - 06/16/2015
Shortcomings Highlighted in Survey of Call Center Efforts - 06/16/2015
Call Center Services Week in Review: inContact, AT&T, Verizon, Comcast, The Connection, More - 06/13/2015
Web-Scale Networking Week in Review: Ciena, McLaren, Amazon, Google, More - 06/13/2015
Educators Steered Toward Video Conferencing as a New Tool - 06/12/2015
End of Ages? Drought, Fires, Snakes Hit Cali - 06/12/2015
Sneaky Snake Leads to Power Purge - 06/12/2015
Research Reinforces Accepted Wisdom: VoIP Continuing to Grow - 06/11/2015
Web-Scale Networking: On the Upswing and Getting Stronger - 06/11/2015
Protect Your VoIP Investment; Mind Your Auto Attendant - 06/11/2015
inContact Chalks up Another Win in the Cloud Space - 06/10/2015
inContact Raises the Bar Again - 06/10/2015
Major City Selects inContact for Anticipated Population Growth - 06/10/2015
New UC Management Offering Provides One-Stop Portal - 06/10/2015
Help Wanted? Workforce Optimization is a Good Start - 06/09/2015
VanillaSoft to Sponsor Inside Sales Frontline Conference in Denver - 06/08/2015
Two Companies Align for Mutual Benefit - 06/08/2015
Web-Scale Networking Week in Review: Big Data, Vodafone Germany and More - 06/06/2015
Call Center Services Week in Review: Tech.Co, inContact, Kroger's, More - 06/06/2015
Powering Devices Wirelessly? Closer Than You Think - 06/05/2015
Hurricane Season is Upon Us: Are You Prepared? - 06/05/2015
Findings: Employee Engagement Has Leveled Off - 06/05/2015
Quality Recordings Usually Mean Happier Customers - 06/04/2015
Manage Your Mobile and Remote Workers for Greater Success - 06/03/2015
Call Center Voice Recordings? Choose Wisely - 06/03/2015
Annual Awards Readied for Contact Center Leaders - 06/03/2015
Call Centers Get Their Time to Shine - 06/03/2015
Contact Center Leaders Ready To Be Recognized - 06/03/2015
Awards Readied for Contact Center Leaders - 06/02/2015
Search-Data Analytics, Platforms Bracing for Growth - 06/01/2015
VoIP Innovations Launches Revamped Website - 06/01/2015
Hear Me Now: Revolabs New Conference Phones are Microsoft Certified - 06/01/2015
Web-Scale Networking Week in Review: Ciena, BYOD, Barcelona, Mobile World Congress and More - 05/30/2015
Call Center Services Week in Review: inContact, Lawson Concepts, Ovum, cVidya, More - 05/30/2015
Confusion Still a Concern over Faxing Under TCPA Regulations - 05/29/2015
New Study Sees VoIP Services Expanding Over Five Years - 05/29/2015
Customer Agents Need To be Kept Up To Speed - 05/29/2015
Telecom Mergers, Acquisitions on Pace for Record Level - 05/29/2015
inContact's IVR Offering Appeals to Cloud Client - 05/29/2015
Research Finds Agent Apathy Leads to Poor Customer Service - 05/29/2015
Quality Shows in Latest Contact Center Choice - 05/29/2015
Cloud Brings Together Two Industry Leaders - 05/28/2015
Birds of a Feather: Cloud Software Leader Picks inContact's Cloud Platform - 05/28/2015
Information Overflow Can Cause Call Center Slowdowns - 05/28/2015
Expert: Callers Simply Want Fast Answers - 05/28/2015
Data is the Contact Center's Friend. In Small Doses - 05/28/2015
Birds of a Feather: Cloud Software Leader Picks inContact's Cloud Platform - 05/28/2015
Research: VoIP Services Market Primed for Huge Expansion - 05/28/2015
VoLTE Deployment Accelerates with New Order - 05/27/2015
Once Answered, Calls Need Clearer Direction - 05/27/2015
Information Overload? Too Much is as Bad as Not Enough - 05/27/2015
Call Center Services Week in Review: inContact, Conversocial, Synthesio, LiveOps, More - 05/23/2015
Web-Scale Networking Week in Review: Perseus, Ciena, More - 05/23/2015
Isolated Case: Low-Tech Fax Machine Overlooked by PD - 05/22/2015
Schools Go High-Tech Chasing Donors - 05/22/2015
India Next Stage for Rollout of VoLTE - 05/22/2015
Cloud 101 for Schools: Using it to Their Advantage - 05/22/2015
Hearing it Clearly: VoIP Growth Good, Expected To Get Better - 05/22/2015
WFO Software Can Help, but Keep Staffers in Mind as 'People' - 05/22/2015
School on the Line? They Might Be Calling From the Cloud - 05/21/2015
Higher Education Support Efforts Get a 'Cloud-Boost' - 05/21/2015
Better Dialing, More Features Hallmark of Call Center Upgrade - 05/21/2015
Build Your Team by Building Enthusiasm - 05/21/2015
Report: VoIP Market Poised for Growth This Year - 05/21/2015
Outbound Campaign Management Helped by New Software Offering - 05/21/2015
Customers Set to Gain from Software Update - 05/21/2015
Improved ACD Included With New Contact Center Software - 05/20/2015
New Cloud Contact Center Software Arrives from inContact - 05/20/2015
Ciena's New Offering Raises the Stakes in Data Center Interconnect - 05/20/2015
Higher Education Support Efforts Get a 'Cloud-Boost' - 05/19/2015
Dark Days Over? Research Sees Dialer Market Bracing for Growth - 05/19/2015
When is Customer Service Like 'Spinal Tap'? - 05/19/2015
Working Toward a More Secure Government Network - 05/19/2015
Power Surge Protection Market Expected to Boom - 05/19/2015
Telarus Planning Annual Partner Summit Meeting - 05/18/2015
Web-Scale Networking Week in Review: Ciena, LightRiver Technologies, Optical Internetworking Forum, More - 05/16/2015
Call Center Services Week in Review: inContact, The Touchpoint Group, Sitel, More - 05/16/2015
New Spam-Blocking Dialer App Unveiled - 05/15/2015
Monitoring What Callers Say, vs. What They Mean - 05/15/2015
VoLTE Coming to the UAE - 05/15/2015
Customer Frustration Addressed by Analyzing Call Content - 05/14/2015
Education a Surprising Beneficiary of Video Conferencing - 05/14/2015
Better Speech Analytics Translates to Customer Satisfaction - 05/14/2015
Speech Analytics: The New Frontier in Call Centers - 05/14/2015
Mideast Market Braces for the Coming VoIP Invasion - 05/14/2015
VoLTE Continues its Rise to Prominence - 05/13/2015
Workforce Optimization Contributes to No.1 Rankings for Global BPO - 05/13/2015
What Customers Say Will Soon Be Measured by Contact Centers - 05/12/2015
Customer Satisfaction Seen as Next Call Center Target - 05/12/2015
Workers Likely to Cheer Coming Use of Better Measurement - 05/12/2015
The Next Big Frontier: Contact Center Analytics - 05/12/2015
UNICOM Goes Proactive with Overseas Stocking Locations - 05/12/2015
A Manager's New Friend: Flexible Schedule-Management Capability - 05/11/2015
VoLTE's Ripple Effect: SDM Market is Fueling Growth - 05/11/2015
Ciena Names First Authorized Learning Provider - 05/11/2015
Web-Scale Networking Week in Review: Ciena, Forsythe, IDC - 05/09/2015
Call Center Services Week in Review: inContact, New York State, Concentrix, More - 05/09/2015
At Last: Intel Xeon Processor E7 v3 Product Launched - 05/08/2015
Surprise Power Outage has Far-Reaching Consequences - 05/08/2015
Desktop Activity Monitoring Takes a Leap 'Upward' - 05/08/2015
Finding: Contact Centers Need to Empower Their Employees - 05/07/2015
Seeing the Light: Videoconferencing on the Rise - 05/07/2015
Are you Ensuring a 'Quality' Quality Assurance Program? - 05/06/2015
Interest in VoLTE Expected to Accelerate Market - 05/06/2015
Fearful of Fraud? VoIP Innovations Launches Solution - 05/05/2015
Cloud Spend Expected to Billow to $32 Billion - 05/05/2015
Coming to the Aid of SMBs in Need of Speed - 05/05/2015
Study Shows Cloud of Rising Importance to Workers and Their Jobs - 05/05/2015
Forsythe Selects Ciena for New Data Center - 05/04/2015
Web-Scale Networking Week in Review: Ciena, Korea-Japan Cable Network, Ovum, Google - 05/02/2015
Call Center Services Week in Review: Demand Metric, Convergys, inContact, More - 05/02/2015
Do Your Homework Before Making VoIP Converts - 05/01/2015
Two Great Minds Think (and Work) Alike - 04/30/2015
Quality Rules When Two Leaders Combine Efforts - 04/30/2015
Automatic Features, More Add up for a Client - 04/30/2015
Sales Insight: More Success Found When Reps Follow Protocols - 04/30/2015
Case Study: inContact Works for Workfront - 04/29/2015
Knowing Your VoIP Buyer Makes the Job Easier - 04/29/2015
Getting Customers is One Thing; Keeping Them is Another - 04/29/2015
Analyst Says VoLTE May Push 2G, 3G Networks Out of the Picture - 04/28/2015
Travel Giant's Workforce Management Moves to the Cloud - 04/28/2015
Call Picked Up, Real Retention Work Begins - 04/28/2015
Survey Says Marketing Underutilizes Customer Service - 04/28/2015
Connectivity in Asia: Ciena Has What Markets Need - 04/27/2015
inContact Powers Up Call Center Innovation - 04/27/2015
Industry Leaders in New Call Center Venture - 04/27/2015

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