Interaction channels are special opportunities to improve customer satisfaction by offering a consistent problem-solving experience. Contact center employees are the link between the company and the customer. They are responsible for maintaining an appropriate relationship between the company and the customer. So, they are personally responsible for the customer experience. In this paper, we present an objective evaluation method for evaluating customer-agent interaction, i.e., evaluating the effectiveness of the realization of customer requests from calls. The evaluation method is automatic and does not depend on the relationship between the call center manager and the employees. The motivation for evaluating calls stems from the key performance characteristics of a contact center, of which we particularly emphasize service time, first call resolution, handling time, and others.

Software process improvement implies a set of complex and systematic activities of software engineering. It requires theory and models established in management, technical and social sciences. The improvement is based on the assumption that the organization if it owns mature and capable processes, would be able to deliver quality software on time and in line with predicted costs. The maturity models are initially aimed for implementation in enterprise software organizations, government organizations and within the military industry. Their complexity and the size make them difficult to use in small software organizations and companies. In such organizations the interest for use and the efforts to make an efficient and effective organization is always presented, though. In this paper, the basic and derived capability maturity models are described and cases from their implementation are analyzed, along with assessment of results of such projects in business practices. The problem of the software process improvement in small organizations is described, extracting the risks and recommendations for its enhancement. These recommendations are provided in order to set up a foundation for implementation of these models in a specific managerial and organizational environment characterized by small organizations.

Internet of Things (IoT) is the inter-networking paradigm based on many processes such as identifying, sensing, networking and computation. An IoT technology stack provides seamless connectivity between various physical and virtual objects. The increasing number of IoT applications leads to the issue of transmitting, storing, and processing a large amount of data. Therefore, it is necessary to enable a system capable to handle the growing traffic requirements with the required level of QoS (Quality of Service). IoT devices become more complex due to the various components such as sensors and network interfaces. The IoT environment is often demanding for mobile power source, QoS, mobility, reliability, security, and other requirements. Therefore, new IoT technologies are required to overcome some of these issues. In recent years new wireless communication technologies are being developed to support the development of new IoT applications. This paper provides an overview of some of the most widely used wireless communication technologies used for IoT applications.