Telecom Reseller JanFeb 2015

SPECIAL CONFERENCE EDITION

JAN/FEB 2015
NETWORKS • IP/IP-PBX • VOIP • SIP • SOFTWARE • SERVICE

Top 3 Leadership Practices for Call
AYRES
customers, prepare management reports and BROWN
PAGE 1
Center Team Leaders in 2015
oversee agent performance. his seemingly never-ending list of responsibilities means that PAGE 20
supervisors are oten overextended.
Call center leadership is a rewarding, To assist these call center leaders, it can be HODGSON
A
RUFFIN
yet challenging path. As a supervisor, helpful to adopt a set of best practices that PAGE 1
YRES
PAGE 24
leaders are expected to provide a
enable supervisors to lead their agents and
combination of skills including being the coach, achieve and exceed their goals. But, what exactly by Deanna Ayres, SEM Strategist
BARRY
trainer, mentor, motivator and manager. Adding will help supervisors juggle their balancing act and Community Outreach Supervisor, COLWELL
PAGE 3
to this balancing act, supervisors need to handle of responsibilities?
Kova Corp. (http://kovacorp.com) @deanna_ayres
PAGE 26
daily emergency situations including unhappy
AYRES continues on page 4 ››
HURLEY
WEBB
PAGE 6
The challenge of fragmentation in Uniied Communications
PAGE 27
09 Unimax
KING
Announces
T
PAGE 15
NumberPro
he landscape for the Uniied everything of Skype” must now be familiar to HODGSON
Communications industry is currently many of us. While these consumer services don’t
12 NFV: MAKAGON
going through the largest tectonic shits
ofer full enterprise integrations, the feature-set is by Matthew Hodgson, Technical
Accelerating
PAGE 15
more than adequate for professional uses.
we’ve seen since UC initially emerged to disrupt Co-founder - Matrix.org
Digital However, with these consumer applications the on-premise PBX industry – bigger even than (an independent open-source
REED
Innovation across comes a huge usability issue – almost all of these consumer apps lock you into a speciic vendor the transition to cloud-hosted UC oferings.
No longer is UC synonymous with well-known initiative funded by Amdocs)
PAGE 19
the Telecom silo; you can only communicate with other users
enterprise oferings from Microsot, Cisco, IBM apps and even Facebook have evolved to be
Value Chain
and similar – instead consumer products like worthy challengers to incumbent corporate IT
HODGSON ontinues on page 5 ››
Skype, Hangouts, WhatsApp, WebRTC-based
solutions. he story of newer businesses that “run

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