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Rory J. Thompson Info

TMCNET eNEWSLETTER SIGNUP

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

Web-Scale Networking Week in Review: Ciena, TCR, Twitter, Facebook, More - 09/05/2015
Call Center Services Week in Review: eGain, Forrester Consulting, inContact, Call Journey, More - 09/05/2015
Contact Center Trade Group Sets Fall Training Schedule - 09/04/2015
Survey Shows: Customer Service Stagnating, or Worse - 09/04/2015
Ciena Expands its Footprint in Latin America - 09/04/2015
Every Contact Center Should Offer Security Assurances - 09/04/2015
Quality Assured When Confidentiality is High - 09/04/2015
What Does a Call Center Do With Your Data? - 09/03/2015
InContact Raises its Security Level for Customers - 09/03/2015
See the Light: Solar Energy Company Manages Workforce with New Provider - 09/03/2015
New ShoreTel Connect Designed to Boost Worker Collaboration - 09/02/2015
VoIP Growing in Popularity Down Under - 09/02/2015
Hosted BPO Sees the 'Light of the Cloud' - 09/01/2015
ACD Option Cited as One Reason for Contact Center's Business Choice - 08/31/2015
Growing BPO Set to Rise Faster with inContact Cloud Solution - 08/31/2015
Even Hosted Call Centers Will Feel the Impact of IoT - 08/28/2015
Automation Important, but IoT Might Alter That in Call Centers - 08/27/2015
The IoT and the Contact Center: Strange Bedfellows? - 08/27/2015
IVR Can Pay Dividends When Speech is Analyzed - 08/27/2015
No Matter the Client, Dissecting Customer Calls Pays Off - 08/27/2015
'Speech' One Part of an Overall Call Center Strategy - 08/26/2015
Speech Analytics: The Red-Headed Stepchild of Contact Centers - 08/26/2015
SK Telecom Utilizes Ciena's Advanced Packet Optical Platform - 08/26/2015
Korean Telecom Utilizes Ciena's Advanced Packet Optical Platform - 08/26/2015
Web-Scale Networking Week in Review: Apple, Verizon, Hibernia Networks, More - 08/22/2015
Call Center Services Week in Review: inContact, Verint, Sitel, More - 08/22/2015
Smart Government at Work: County Implements inContact's Cloud Customer Service Solution - 08/20/2015
Telarus Expands Its Cloud Footprint with New Client - 08/19/2015
Dialers Getting Ready for Political Season - 08/19/2015
inContact Scores Another Industry Win - 08/19/2015
New Honor as inContact Recognized for Leadership Qualities - 08/18/2015
InContact in Focus with New Chief Strategy Officer - 08/10/2015
Contact Center Agents Need a Boost? 'Supercharge' Them - 08/10/2015
Web-Scale Networking Week in Review: Ciena, Cyan, More - 08/08/2015
Call Center Services Week in Review: Deloitte Digital, Government Business Council, Forbes, Mattersight Corp., More - 08/08/2015
So Far, So Good: inContact Posts Strong 2Q - 08/07/2015
NICE Rolls Out New Customer Experience Solution - 08/07/2015
Workforce Management: A Force for Good on the Customer Journey - 08/06/2015
No Surprise Here: 'Net Neutrality' Heads to Court - 08/05/2015
Back to School: Revolabs Offers Academic Discount - 08/04/2015
Ciena Acquires Cyan, Rolls Out New Division - 08/04/2015
Courts: Be Careful Who You 'Robo-Call' - 08/04/2015
Contact Center Technology Award Goes to NICE - 08/04/2015
Crackdown Seen on Automatic Dialers - 08/04/2015
'Dialers' Beware: Courts Eye an Inference of Automatic Dialing - 08/04/2015
Survey: UK Users Believe Video Conferencing Strengthens Productivity - 08/03/2015
Web-Scale Networking Week in Review: Ciena, euNetworks, The Dell'Oro Group, More - 08/01/2015
Call Center Services Week in Review: ICMI, Zendesk, Progressive, Barclays, More - 08/01/2015
Where Does the Contact Center Draw the Line on Customer Time? - 07/31/2015
Managing 'Time' vs. 'Customer' in the Contact Center - 07/31/2015
Study Says Employee Engagement Has a Way to Go - 07/31/2015
Finding: Recognizing Employees Pays Off - 07/31/2015
Leading Firm Brings its Contact Center Expertise to India - 07/30/2015
Intel's Acquisition of Altera Explained - 07/30/2015
Seeing it Clearly: Tone's New ReliaTel Visual 360 - 07/29/2015
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

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