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Featured White Papers

Residential Broadband Forecasts
Technology Futures Inc.'s Lawrence K. Vanston takes a look at residential broadband forecasts of previous years which indicate that U.S. broadband adoption is on track with long-term forecasts and that, barring major business or regulatory mistakes, long-term optimism for broadband is justified.

The Local Exchange Network in 2015
The following is a forecast of the North American local exchange network at the end of 2015, viewed from the perspective of 2001. Technology Futures Inc. author Lawrence K. Vanston looks beyond current ups and downs of the telecommunications industry and describes a future that reflects the fundamental drivers of technology change over the long run.

Enhancing VoIP with Voice Peering
From the invention of the telegraph to the emergence of the Internet, the world has evolved and reinvented itself over and again. Technology has always created efficiencies and opportunities. Despite skepticism from some, history shows that every time there was a change for the better, investors and the public realized and followed. The drive for a better life has invariably ...(More)

Assurance: A Past, Present and Future Perspective
A look at the progression of telecommunications technologies and the evolving need for monitoring the customer experience to capture, retain and grow an organization's customer base and revenue.

Mobile Commerce/Mobile Virtual Network Operator
The MVNO market and business models are outlined, including leveraging wireless content to enhance customer acquisition and targeted marketing communications.

Myths Versus Realities Associated with Municipal Wireless Initiatives
Explore eight myths and four case studies pertaining to municipal wireless initiatives.

Why Aren't They Coaching in the Call Center?
This paper discusses the primary inhibitors to successful call center coaching as discovered by Knowlagent during Coachpalooza '05, a series of Supervisor Focus Groups held with seven large call centers. This paper also provides both a set of recommended best practices and a suggested model -- The Value-Driven Coaching Model -- to address these "inhibitors."

The Great Value Proposition Debate
Learn how the COLLOQUY Group used control measures and a variety of value propositions to help a leading retail client answer the age-old question of which value proposition has the greatest measurable impact on customer behavior.