2003 Articles

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• What I Did This Summer: Taking the Pulse of America's Call Centers
  Lori Bocklund, ICCM Weekly, October 2, 2003
  
  
• VoIP: It's Not Just about Switches Anymore
  Lori Bocklund and Areg Gharakhanian, Call Center Management Review, September 2003
  
  
• Where Were You When the Lights Went Out?
  Lori Bocklund, ICCM Weekly, August 21, 2003
  
  
• Making Smart Technology Decisions: Separating Hype from Reality
  Lori Bocklund, ICCM Weekly, May 22, 2003
  
  
• Business Continuity in the Age of Uncertainty
  Lori Bocklund, ICCM Weekly, March 20, 2003
  
  
• Contact Center Resolutions for 2003
  Lori Bocklund, ICCM Weekly, January 23, 2003
  
  
• Technology Insider: IP-based Contact Centers
  Lori Bocklund, Network World, January 20, 2003