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ZDNet Resources
- Five Reasons Why... Proactive Customer Care Means Customer Loyalty
- Too often, call centers are seen purely as cost centers. In these instances, making Customer Service Reps CSRs more productive by shaving minutes, even seconds, off every call is the name of the game, with the goal of potentially saving hundreds of thousands of dollars on call resolution time annually....
- Tags: Aspect Software Inc., Customer Service, Call-center, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing
- White papers 2005-11-29
- The Value of Speech in the Contact Center
- Think touch-tone self-service is enough for the customers? Think again. Today's self-service technologies can do more than they used to...a lot more. This webcast shows how BrightHouse Networks is using speech recognition to automate routine calls, reduce call transfer rates by 50% and dramatically improve customer service; why customers prefer...
- Tags: Aspect Software Inc., Contact Center, Call Centers, Speech Recognition, Customer Relationship Management (CRM), Roi/Tco, It Operations, Emerging Technologies, Enterprise Software, Software, Finance, Managerial Accounting
- Webcasts
- How to Optimize Your Collections Business Process
- Contact center managers running collections operations know that maximizing efficiency and effectiveness is an ongoing business challenge. Successful collections contact centers must continually analyze performance to maximize dollars collected and minimize roll rates and charge-offs. This webcast shows how to implement strategic list management strategies that improve collection rates, leverage...
- Tags: Aspect Software Inc., Business Process, Agent, Contact Center, Real Estate, Call Centers, Business Operations, It Operations
- Webcasts
- Why Proactive Customer Care
- Too often, contact centers are seen purely as cost centers. Proactive customer care can help turn this around. Not only can it contribute to cutting costs, but it can also have a huge impact on long-term customer satisfaction and loyalty. Proactive customer care can help to control call volume, maximize...
- Tags: Aspect Software Inc., Call Centers, Product Marketing, Customer Relationship Management (CRM), Branding, It Operations, Marketing, Enterprise Software, Software
- Webcasts
- Case Study: The Case for VoIP in the Contact Center
- Think a contact center can't reap the benefits of VoIP technology because it requires an extensive infrastructure investment? Think again! The presenter of this webcast shares how his organization leveraged existing infrastructure to realize the benefits of VoIP. During this Webcast, viewers will learn how the contact center can support...
- Tags: Aspect Software Inc., Benefit, Contact Center, Infrastructure Investment, Call Centers, Telephony, VOIP, Customer Relationship Management (CRM), Telecommunications, It Operations, Networking, Enterprise Software, Software
- Webcasts
- VoIP in the Contact Center - 3 Steps to Success
- A person is charged with introducing VoIP in his or her contact center - the question is how to navigate these uncharted waters? This webcast explains the three key steps a person will need to succeed: why doing a network assessment before starting the project is a critical first step;...
- Tags: Aspect Software Inc., VoIP, Network, Contact Center, Person, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
Additional Resources
- Cloudworks shows the green side of managed services
- Here's a refreshing twist: An executive with an ostensibly "green" technology who really isn't willing to pitch it that way. I'm talking about Cloudworks founder and CEO Mike Eaton, who really cares more instead about the "overall convenience and efficiency" of his company's services. He's playing the economy card, rather...
- Tags: Managed Services, IT Infrastructure, Information Technology, Small Business, Cloudworks, Heather Clancy
- Blog posts 2008-07-26
- Appearance: PPUG meets tomorrow in Philly
- If you're in the Philadelphia area I'd like to invite you to attend the Philadelphia PowerBook User Group PPUG meeting tomorrow at the Manayunk Brewery and Restaurant. We meet from 12 noon to 3pm over lunch and fine local beer. Want to debate my theory on...
- Tags: Apple iPhone, Philadelphia, 3G, Cellular Phones, Wireless, Consumer Electronics, Personal Technology, Jason D. O\'Grady
- Blog posts 2008-07-25
- Gaping holes in RealPlayer patched
- Gaping holes in RealPlayer patchedReal is feeling threatened by AppleReal doesn't want to lose its title of "Least Secure Media Platform Ever Released" to QuickTime. How anyone can allow either of these programs on their computer is beyond me. You are practically [b]begging[/b] to get pwned.People still use that piece...
- Tags: Digital music, Digital media, RealNetworks RealPlayer, Apple QuickTime
- Discussion threads 2008-07-25
- 21 months later, Vista is still more secure than XP
- 21 months later, Vista is still more secure than XPMy takeI don't count security patches, but I regularly have to clean malware from our XP machines but have yet to find anything on our Vista systems.RE: 21 months later, Vista is still more secure than XPFile this in the "no...
- Tags: Microsoft Windows Vista (Longhorn), SECURITY, Patches, Microsoft Windows Vista, secure, Microsoft Windows XP, VISTA IS
- Discussion threads 2008-07-25
- Software makers may sue eBay
- Tired of being "stiff-armed" by eBay, the Software and Information Industry Association is signaling its ready to sue over pirated software sales on the dominant online auction site, PC World reports. SIIA has offered eBay several suggestions for stemming the sale of pirated software on...
- Tags: Software, Software Information Industry Association, eBay Inc., Tiffany, Tools & Techniques, Piracy, Sales Strategy, Management, Business Operations, Corporate Law, Sales, Richard Koman
- Blog posts 2008-07-25
- Gaping holes in RealPlayer patched
- Digital media delivery firm RealNetworks has shipped a high-prority patch to cover four gaping holes in its flagship RealPlayer software, warning that the vulnerabilities could put users at risk of code execution attacks. The patch comes a few hours after Secunia released an advisory warning for one...
- Tags: Vulnerability, RealNetworks Inc., RealNetworks RealPlayer, Digital Music, Digital Media, Security, Personal Technology, Consumer Electronics, Ryan Naraine
- Blog posts 2008-07-25
- What paper trail?
- I've been carting around my latest sheaf of press releases about the green-ness of electronic document technology for weeks now. Yes, as I've blogged before, I am still one of those people who can't help printing out certain emails in order to act on them. Yes, it's bad, I know....
- Tags: Xerox Corp., Paper Trail, Survey, Printers, Data Centers, Marketing Research, Hardware, Peripherals, Storage, Data Management, Marketing, Heather Clancy
- Blog posts 2008-07-25
- Microsoft joins 'patch DNS now' chant; Apple patch missing
- Microsoft joins 'patch DNS now' chant; Apple patch missingI couldn't make this stuff up if I triedSeriously, I'm not that creative.[url=http://talkback.zdnet.com/5208-12691-0.html?forumID=1&threadID=48138&messageID=898138] Apple fan explains why Apple isn't responsible for PWN2OWN vulnerability [/url][i]A Perl exploit isn't an Apple bug, anymore than the Flash exploit on the Vista machine was a Microsoft...
- Tags: Apple Mac OS X, Domain names, Apple Mac OS, Operating systems, DNS, Microsoft Corp., Apple Inc.
- Discussion threads 2008-07-25
- EIC podcast: Microsoft's analyst meeting; Icahn's deal; Facebook
- On this week's EIC squared podcast, Dan is back and we talk about Microsoft's analyst meeting, Kevin Johnson's departure from the software giant, Carl Icahn's deal with Yahoo and Facebook. The big news this week was Microsoft's financial meeting (see Mary Jo Foley and Ina Fried's coverage)...
- Tags: Facebook, Yahoo! Inc., Microsoft Corp., Carl Icahn, Dan, Podcasts, Portals, Internet, Larry Dignan
- Blog posts 2008-07-25
- Microsoft joins 'patch DNS now' chant; Apple patch missing
- On the heels of the release of weaponized exploit code for the DNS cache poisoning vulnerability, Microsoft has joined the chorus of security pros pleading with DNS server providers to immediately apply patches to protect users from malicious attacks. The Redmond, Wash. security...
- Tags: Apple Macintosh, DNS, Vulnerability, Apple Inc., Exploit Code, Microsoft Corp., Attack, Dan Kaminsky, Domain Names, Apple Mac OS X, Networking, Security, Internet, Operating Systems, Software, Apple Mac OS, Ryan Naraine
- Blog posts 2008-07-25
- Mystery solved: Apple's new product is iTablet (updated)
- Previously I speculated about the mysterious "product transition" that Apple's Peter Oppenheimer CFO mentioned no less than seven times in the Q3 2008 Earnings conference call with analysts. Some of his quotes from the call: We are working to develop new products that contains technologies...
- Tags: Apple Inc., Tablets, Notebooks, Hardware, Notebooks & Tablets, Jason D. O\'Grady
- Blog posts 2008-07-25
- Weak US dollar starts to drive up mobile software prices
- Weak US dollar starts to drive up mobile software pricesAnd this is news . . .why?Seriously, one software company in Europe (hmm, you know all that Euro software you buy, you know!) raises it's prices and we get that headline?ZDNet needs quality control!Oh Well, it can wait. ntno text
- Tags: Tools & Techniques, mobile software, software, mobile
- Discussion threads 2008-07-25
- Heap-based buffer overflow reported in RealNetworks RealPlayer
- Update 07/25/2008: Aaron Portnoy of TippingPoint's security research group was kind enough to point out that I'm actually not affected by this, since I've installed the newest version of RealPlayer. From Aaron's email: Notice the Secunia advisory states it affects RealPlayer 10.5... the latest is 11.x, which now uses...
- Tags: Vulnerability, RealNetworks Inc., Buffer-overflow, RealNetworks RealPlayer, Secunia Research, Vendor, Digital Music, Digital Media, Personal Technology, Consumer Electronics, Nathan McFeters
- Blog posts 2008-07-25
- Microsoft finalizes Windows XP for OLPC laptops
- Microsoft finalizes Windows XP for OLPC laptopsjust thinknow instead of being stuck in a little puddle they can go out there and swim in the ocean of windows applications like the rest of us - a zillion kids just smiledlinuxhelp.net:~# apt-get install mozilla-firefoxReading Package Lists... DoneBuilding Dependency Tree... DoneThe following...
- Tags: Operating systems, Vista-64, Microsoft Windows XP, One Laptop Per Child project, Microsoft Corp., OLPC Laptop, Microsoft Windows
- Discussion threads 2008-07-25
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