Stephen Coates on IT-Director.com

Once Upon a Time...

Stephen Coates, Bloor Research — Fri, 04 Nov 2005 07:00:00 +0100

Tendering is the core of many an acquisition process. It has a history that long predates IT and, to the chagrin of many in IT sales and marketing, it shows no signs of going away. [Read More...]

The Misnomer that is Skill-Based Routing

Stephen Coates, Bloor Research — Thu, 11 Aug 2005 06:00:00 +0100

Few call-centre related terms are as confusing as skill-based routing. The term is confusing because it is a misnomer as there is really no such thing as skill-based routing. [Read More...]

What does "We deliver solutions" really mean?

Stephen Coates, Bloor Research — Thu, 04 Aug 2005 06:00:00 +0100

Having chosen a systems integrator, should an enterprise still concern themselves with system selection and matters such as configuration and application design? [Read More...]

We Live in an Instant Fix World

Stephen Coates, Bloor Research — Tue, 26 Jul 2005 06:00:00 +0100

Solutions to business problems are rarely found by using instant fixes – take the technology used in call centres for example. [Read More...]