Doing business with inter-office IT groups like security, telecommunications, operations, etc. should be similar to working with outside customers/vendors. Work tickets/contracts should be completed within a timely manner and communication should be performed to let the customer know the status. Currently, we waste valuable time ($) waiting on other work groups to finish tasks because there is nothing pusing them to... more »
The US government, my government, should look into the future, and the future is in IP connectivity. President Obama, Why don't we really take the lead and start looking into IP connectivity as the new means of communication (yes, including voice, video and data) for all goverment agencies. I wonder how much money can be saved if we get rid of the old fashioned telephone switched network or ISDN network (land lines) and... more »
IRS expends millions of telecom dollars each year to queue callers that will never be serviced and ultimately abandon the call due to inadequate agent staffing. Per industry best practices, caller queue lengths should be dynamically adjusted to reflect available agent counts and avoid lengthy and unmanageable queues.