Telephone Excellence by Mike Mitchell

Sharpening the Saw
(orginally published in August 2006)
By Mike Mitchell

Our profession demands that we constantly refresh our knowledge base - or as I like to say: "Sharpen the saw." Computer hardware and software are quickly becoming a more integral part of everyday life in the world of telecom. A rich array of VoIP, internet telephony, and server based PBX technologies are delivering converged solutions to our world at a furious pace. It was only ten years ago that call center customer relations management (CRM) meant using a rolodex and business cards to track client information. Now CRM is a sophisticated software application every call center needs in order to gain, or maintain, a competitive advantage in the marketplace.

Competition among product providers is fierce. Each one is trying to wrestle market share away from the others while listening to a chorus of user complaints about the incompatibility of their products and technologies. How can we, as Telecom Managers, keep current with the latest products and cutting-edge technologies?

Last October, we looked at the importance of keeping current with our telecom knowledge, and I offered educational possibilities and organizations worth pursuing. First, on a local level, organizations like the Volunteer Hospital Association (VHA) and Professional Accreditation for Telecommunications (PAT) can be helpful. In Georgia, there is the Telecommunications Association of Georgia (TAG) and the Georgia Hospital Association (GHA). Second, major PBX vendors have user groups with promotional information and conferences of interest. Third, local colleges and technical schools have continuing education courses. And finally, many vendors have one-day seminars, educational sessions, and training opportunities that may be worthy of your time.

Another good source of knowledge is industry trade shows. After this long hot summer, many shows are gearing up for the Fall. Although I'm not endorsing any one meeting over another, I'd like to mention TMC's Internet Telephony Conference and Expo. Billed as the world's largest IP communications conference, this show will be held in San Diego, October 10-13. There will be keynote speakers, panel discussions, breakout sessions, and 250 exhibitors. Speakers will represent familiar companies such as AT&T, Lucent, Nortel, Microsoft, and Motorola. A friend of mine, Mark Spencer, President of Digium, Inc. and creator of the open source Linux based Asterisk PBX, will be delivering one of the keynote speeches. It is also worth mentioning that you can gain free access to almost all of the above activities if you register for a basic pass online before September 1, 2006. Here are some of the breakout session topics:

• TMC University 101 IP-PBX certification (for managers)
• Large Enterprise: Hosted VoIP, Leveraging Open Source, Unified Communications
• WiFi Telephony: Intro to WiFi Telephony, Exploring WiFi/Cellular Roaming
• Open Source: IP Communications, VoIP in the Data Center
• SIP Workshops: SIP and network Design, the Future of SIP, SIP @ Work
• Conferencing & Collaboration: Conferencing & Enterprise ROI, A Business Advantage

This issue of Vericom Telecom HealthLink notes several trade shows coming to towns across the country. If you find one in your area, you might want to consider attending. It's a great opportunity see what new products and services will be coming available. Besides, you just might talk your boss into paying your way to the show while you get a couple of days out of the office!

- Mike