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The World Has Changed; Have You?: A New Paradigm for Customer Service Management: With more customer-facing channels to manage, growing customer expectations and increasing competitive pressures, delivering quality customer service is more complex than ever. Companies that have adjusted to this changing environment are now achieving important results, including significantly lower operating costs and visibly higher customer loyalty rates. These organizations are embracing...; Tags: Customer Service, Enkata Technologies Inc., Customer Service Management, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software; White papers 2005-04-12

Additional Resources

DIRECTV: Well HERE's Your Problem, Ma'am...: Shortly after I posted my diatribe on my problems with my DIRECTV HD receivers and the company's horrible customer service, I was contacted by Stuart Sweet, a moderator on a popular Satellite TV forums site, DBSTalk. Apparently, my post had created quite a stirÂ and I was asked to register...; Tags: Digital Video Recorder, DirecTV, Satellite, TVs, Tv & Home Theater, Personal Technology, Home Entertainment, Jason Perlow; Blog posts 2008-07-19
Bookmark this: Three Web sites to aid the green cause: "EcoSearch this" doesn't have quite the same ring as "Google this," but the non-profit is hoping to harness the power of the Google search engine to help raise money for environmental non-profits including the Sierra Club, TreePeople, RainForest Alliance, National Resource Defense Council, Heal the Bay, Healthy Child, Healthy World...; Tags: Google Inc., Web, Web Site, Web Site Development, Web Technology, Channel Management, Internet, Marketing, Heather Clancy; Blog posts 2008-07-19
Spam coming from free email providers increasing: After analyzing three weeks of spam data between June 13 to July 3, 2008, Roaring Penguin Software Inc. found evidence that spam originating from the top three free email providers (Gmail, Yahoo Mail and Hotmail) is increasing, with spammers in favor of abusing Gmail's privacy preserving feature of not including...; Tags: CAPTCHA, Google Gmail, Free Email Company, Anti-spam, Spammer, E-mail Company, IP, Service, Cyberthreats, Spam, E-mail Providers, E-mail, Phishing, Viruses And Worms, Security, Networking, Spam And Phishing, Internet, Online Communications, Dancho Danchev; Blog posts 2008-07-18
WSO2 adds data services and security features in Mashup Server 1.5: The latest version from the Mountain View, Calif., and Sri Lanka company adds WSO2 Data Services and security features for enterprise-class service composition. Mashup Server 1.5 is built on the WSO2 Web Services Application Server based on Apache/Axis 2. It can be used as an individual service development and deployment...; Tags: Data Service, Security, Mashup, WSO2, Mashup Server 1.5, eBizQ, Collaboration, Dana Gardner; Blog posts 2008-07-18

Obama calls for comprehensive cyber-security measures; looks for a national cyber ninja: Obama calls for comprehensive cyber-security measures; looks for a national cyber ninjaLiberties"Mr. Future President, while you’re at it, could you also do something about all of the civil liberties we’re losing because of the ‘war on terrorism’? That’d be great. Thanks!"that is the point of Cyber Czar - censor what...; Tags: SECURITY, cyber-security measure, comprehensive cyber-security measure, Obama, cybersecurity; Discussion threads 2008-07-18
Windows "Workstation" 2008 better than Vista? OK then, show me the money!: Windows "Workstation" 2008 better than Vista? OK then, show me the money!dre` typo, i think"...nothing I would lie better than to..."It's the cost, Adrianlook at the difference in price.if i paid that much for a "desktop" OS, you can bet that I'd convince myself it was faster ;)The other thing...; Tags: Microsoft Windows Vista (Longhorn), Operating systems, Desktops, workstation, Vista x64, Server 2008, Microsoft Windows Vista, Microsoft Windows, desktop, server, Vist-___; Discussion threads 2008-07-18
Gore's latest attention-getting challenge: Eliminate fossil fuels as an electricity source by 2018: Gore's latest attention-getting challenge: Eliminate fossil fuels as an electricity source by 2018Infogreat info...to bad most want to stay on the bandwagon...politically correct view...passing the LIE around...then understanding Global Warming is a political tools to keep those we dont want in power to stay there.RE: Gore's latest attention-getting challenge: Eliminate...; Tags: global warming, foreign oil, attention-getting challenge, latest attention-getting challenge, oil, Gore, dependence, fossil fuel; Discussion threads 2008-07-18
Legg Mason takes Yahoo's side vs. Icahn; Yang takes campaign to home page: Updated: Yahoo's argument that billionaire investor Carl Icahn is a short-timer with no clear plan to run the company has won over a key investor: Legg Mason. In addition, Yahoo CEO Jerry Yang is taking the company's campaign to its home page. In a broadcast to employees...; Tags: Jerry Yang, Legg Mason Inc., Board, Yahoo! Inc., Carl Icahn, Corporate Governance, Business Operations, Corporate Law, Larry Dignan; Blog posts 2008-07-18
Software debugging costs rise; SOA blamed: Software debugging costs rise; SOA blamedWho is really to blame?SOA makes things easier for the end user, but harder for IT. But is it really SOA that should take the blame or are IT shops just really bad at "real" software engineering? I vote for the later. ...; Tags: Service-oriented architecture (SOA), Web services, Middleware, software, SOA; Discussion threads 2008-07-18
NebuAd: Galileo or pariah?: So, it would seem we have found the outer limits of user tracking and ad-serving. At a House hearing yesterday, NebuAd ran into universal condemnation for its plans to monitor broadband customers' web visits and deliver targeting advertising, reports News.com's Declan McCullagh. Contemptible. Goes against everything...; Tags: Web, Advertisement, Cable Company, Internet Service Provider, Notice, NebuAd, Internet Service Providers (ISPs), Cable, Channel Management, Network Technology, Internet, Telecommunications, Personal Technology, Marketing, Networking, Richard Koman; Blog posts 2008-07-18
UPDATE: AT&T free WiFi access offer to iPhone owners is up again, NOT!: We have seen the on and off saga of free WiFi at AT&T hotspots for a couple of months now and it looks like iPhone users may again have access to free WiFi at AT&T locations, such as Starbucks. There doesn't seem to be any time limit on access either,...; Tags: Apple iPhone, AT&T Corp., Starbucks Corp., Wireless LANs, Wireless, Wi-Fi, 3G, Cellular Phones, Consumer Electronics, Personal Technology, Matthew Miller; Blog posts 2008-07-18
Untrustworthy students: lighten your restrictions: Untrustworthy students: lighten your restrictionsProxies"By using a proxy, you can bypass any filtering software on the network"Only if they're incompetent. I work for a company that has hardware that a proxy wouldn't get around the rules, even if it's SSL.Your statement about proxies is wrong.If the university simply sets a...; Tags: INTERNET, Workforce management, Untrustworthy student, Untrustworthy; Discussion threads 2008-07-18
Immobile Apple: It's 11:33 a.m. Friday. Approximately 66 and a half hours since Apple Support acknowledged receipt of my request for help on syncing calendar and contact data from my iMac to the "cloud,'' i.e., MobileMe servers wherever they are. Re-request sent after 48 hours. Still...; Tags: Apple Inc., 3G, Desktops, Web Browsers, Recruitment & Selection, Cellular Phones, Consumer Electronics, Personal Technology, Hardware, Internet, Human Resources, Workforce Management, Tom Steinert-Threlkeld; Blog posts 2008-07-18
Microsoft's search ambitions are its Vietnam: Microsoft's search ambitions are its VietnamMicrosoft's search ambitions are its VietnamThe simple answer is no. Microsoft has Google envy? Since when? Google has been in constant decline for a couple of years now. Microsoft on the other hand has been growing. Their interest in search is...; Tags: Tools & Techniques, Live Mesh, Microsoft Corp., Google Inc., software; Discussion threads 2008-07-18
Microsoft's search ambitions are its Vietnam: Is Microsoft fighting an unwinnable war with its online business and search obsession? It's a valid question and one that needs to be asked. At some point you have to wonder if Microsoft's Google envy is its Vietnam. As Mary Jo Foley noted Microsoft's answer to its...; Tags: Business, Microsoft Corp., Investment, Finance, Larry Dignan; Blog posts 2008-07-18
Microsoft's online plan: Spend, spend, spend: Microsoft's online plan: Spend, spend, spendMS understands that the days of their two cash cows are numbered.They understand that we are moving online and the only thing they can do online right now is lose more money.So, not unexpected that they are getting more desperate and throwing more money at...; Tags: SEARCH, Mergers & Acquisitions, Microsoft Search service, Microsoft Corp., online plan; Discussion threads 2008-07-18
Offshore outsourcers turn cautious: The three primary publicly traded offshore outsourcing companies have turned cautious about the future even as their financial results remain strong. Among the worries--a weak dollar that's hurting revenue and margins, economic uncertainty, murky IT budgets and a concentration of financial services and retail customers. Meanwhile, CIOs...; Tags: Revenue, Wipro Technologies, Financial Service, Outsourcing Company, Net Income, Infosys Technologies Ltd., Outsourcing, Operational Accounting, Financial Planning, Financial Services, It Operations, Business Operations, Outsourcing & Subcontracting, Finance, Larry Dignan; Blog posts 2008-07-18
FastScale Composerâ„¢ Suite: I just spoke with Jerry McCloud, VP of Business Development of Fastscale Technology, about the newest release of their product, FastScale Composerâ„¢ Suite. This product is aimed at reducing the complexity of creating and maintaining virtual machine images. Previous versions of the product supported VMware's ESX Server. This version adds...; Tags: Software, Environment, Image, Virtual Machine, FastScale Composer Suite Software Environment, Desktop Virtualization, Server Virtualization, Servers, Hardware, Dan Kusnetzky; Blog posts 2008-07-18
Tough love: Linux needs more haters: [The opinions expressed here are mine alone, and not those of Google, Inc. my current employer.] I've been spending far too much time reading a blog recently. Normally I dislike reading blogs, or as my friend from the IT News site "the Register" Andrew Orlowski calls them;...; Tags: Blog, LinuxHaters, LinuxHater, Linux, UNIX, Open Source, Operating Systems, Blogging, Software, Internet, Jeremy Allison; Blog posts 2008-07-18