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ZDNet Resources
- Adobe Solutions for eLearning: Transforming Customer Service in the Telecommunications Industry
- For any company in any industry, the mandate is clear: Provide exceptional customer service. For technical support, account updates, or new product information, the Customer Service Representative CSR is the primary point of contact. The effectiveness of the CSR, therefore, is critical to the overall customer experience and ultimately to...
- Tags: Adobe Systems Inc., Customer Service, Customer Service Representative, E-learning, Product Marketing, Customer Relationship Management (CRM), Sales Strategy, Telephony, Telecom & Utilities, Telecommunications, Marketing, Enterprise Software, Software, Sales, Networking
- White papers 2006-09-01
- The Integrated Contact Center: Resolving Calls Faster, the First Time
- A contact center is the frontline of a company. Customer Service Representatives CSRs and their managers wage a constant battle to resolve support issues, generate new sales, and complete dozens of other business-critical functions. Accomplishing these business activities can be struggle enough - CSR's shouldn't face the additional challenge of...
- Tags: Customer Service Representative, Above All Software Inc., Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-12-13
- Improving Contact Center Effectiveness and Agent Performance Through Process Integration
- Contact centers are at the forefront of organizations' connections to their customers. Customer Service Representative CSR interactions often make the difference between extended loyalty and cross-selling opportunities, and abandoned transactions and customer defection. So why, then, do surveys show that customer satisfaction rates have declined rather than increased? The answer...
- Tags: Customer Service Representative, Agent, Contact Center, Customer Satisfaction, Integration, Frost & Sullivan, Call Centers, Product Marketing, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software
- White papers 2004-09-29
- Building a Virtual Customer Service Representative
- This Technology Guide examines the Virtual Customer Service Representative vCSR, a new kind of customer-centric software platform that automates a selected set of customer service and sales functions for both the customer and the customer service representative. The vCSR platform integrates new technologies such as speech recognition, natural language understanding,...
- Tags: Customer Service, Customer Service Representative, Virtual Customer Service Representative Platform, Guide, Sales Strategy, E-mail, Product Marketing, Customer Relationship Management (CRM), Real Estate, Interactive Voice Response (IVR), Sales, Online Communications, Marketing, Enterprise Software, Software, Business Operations
- White papers 2001-04-15
Additional Resources
- Twelve best practices for online customer communities
- One of the more significant Web 2.0 trends in business this year has been the advent of the Web-based customer community, where groups of like-minded individuals focus around a brand or a set of product and services come together and interact online. Far from the cynical marketing ploy that it...
- Tags: Community, Best Practice, Customer Community, Deloitte, Community Management, Marketing Research, Social Networking, Marketing, Online Communications, Advertising & Promotion, Dion Hinchcliffe
- Blog posts 2008-07-25
- iPhone gas application roundup
- On 18 June 2008 I published my iPhone app wishlist and I'm happy that most of my most requested applications have been released (Thank you Texas Hold'Em!). Two my most request applications dealt with fuel, specifically a fuel economy tracker and a cheap gas finder. Several iterations...
- Tags: Apple iPhone, Vehicle, MPG, AccuFuel, Gas Finder, Roi/Tco, GPS, 3G, Handhelds, Finance, Managerial Accounting, Consumer Electronics, Personal Technology, Cellular Phones, Hardware, Jason D. O\'Grady
- 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
- Diaz's Memo: Can cloud computing weather the storm?
- ZDNet's Sam Diaz isn't ready to give up on cloud computing after Amazon's recent S3 storage service outage. He believes the technology still has the potential to drastically reduce operating expenses.
- Tags: Diaz, Cloud Computing, Amazon
- Videos 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
- Britain moves against illegal file sharing
- CBC News out of Canada is reporting that British ISPs are making an aggressive move against illegal file sharing by implementing a program designed to discover copyright violators, who will be sent warning letters and may potentially have their internet connections disconnected. For more on the article,...
- Tags: File-sharing, Peer To Peer (P2P), Internet Service Providers (ISPs), Internet, Nathan McFeters
- Blog posts 2008-07-25
- Cool Tools - Slingpage extends stickies and sharing to Firefox users
- Slingpage, which announced its social browsing extension for Internet Explorer last month, will introduce an equally feature-rich version of its service to Mozilla Firefox users next week. Slingpage offers a way for Web surfers to find information about favorite topics via "Slingcast" feeds as well as create...
- Tags: Monitor, Mozilla Firefox, Note, Tool, Slingpage, Web Browsers, Monitors & Displays, Internet, Hardware, Components, Jennifer Leggio
- Blog posts 2008-07-25
- How OpenDNS, PowerDNS and MaraDNS remained unaffected by the DNS cache poisoning vulnerability
- The short answer is being paranoid about tackling a known vulnerability. It's 2001, and Daniel J. Bernstein DJB, author of the then popular djbdns security-aware DNS implementation, is applying basic math principles to raise awareness on what's to turn into the "sky is falling" critical Internet vulnerability in 2008, in...
- Tags: DNS, Vulnerability, Anomaly, Attack, OpenDNS, MaraDNS, NSS, Domain Names, Networking, Internet, Dancho Danchev
- Blog posts 2008-07-25
- Microsoft may need an IBM moment of clarity
- Microsoft's financial analyst meeting was a tale of a technology conglomerate: You heard a lot about search, a decent bit about the enterprise and all sorts of projects in between. But amid all the coverage--see Mary Jo's laundry list of stories--I can't help but wonder if Microsoft's...
- Tags: Steve Ballmer, Microsoft Corp., Enterprise, IBM Corp., Game Players, Virtualization, Tools & Techniques, Enterprise Software, Consumer Electronics, Personal Technology, Hardware, Management, Software, Larry Dignan
- Blog posts 2008-07-25
- Netflix ups outlook; Customer acquisition costs fall
- Netflix said Friday it ended the second quarter with more than 8.4 million subscribers, up 25 percent from a year ago, and spent less money acquiring those customers. Those two factors added up to better than expected quarterly results and an improved outlook. The company has been...
- Tags: NetFlix Inc., Acquisition, Earnings, Financial Accounting, Mergers & Acquisitions, Finance, Investment, Larry Dignan
- Blog posts 2008-07-25
- Dell opts for performance with R5400 data center-hosted desktop
- Dell unveiled its data center-hosted desktop product line on Tuesday. Unlike rivals Hewlett-Packard and IBM, Dell didn't build its solution on blade servers but instead opted for a high performance system using a 2U box called the Dell Precision R5400 Rack Workstation. "By not putting the solution...
- Tags: Dell Computer Corp., Performance, R5400, Workstations, Desktops, Servers, Hardware, Jason Hiner
- Blog posts 2008-07-24
- Juniper: Enterprise demand strong; Johnson hired to scale up
- Current Juniper CEO Scott Kriens delivered strong quarter results, said enterprise demand was solid and outlined the primary reason Kevin Johnson was hired as his replacement: He knows how to scale. Ahead of its earnings report statement Thursday Juniper made the Johnson news official. The company has...
- Tags: Revenue, Juniper Networks Inc., Kevin Johnson, Operational Accounting, Finance, Larry Dignan
- Blog posts 2008-07-24
- Kaminsky suggests long-term fix will still have to be determined, but patch now, or pay soon
- I listened to the Black Hat webcast today to grab as much info as I could on this subject. The biggest thing that I heard from the whole talk is that the patch fixes things to a reasonable point, but that long-term, there will have to be more work...
- Tags: CERT, DNS Server, Server, Kaminsky, Dan, Patches, Domain Names, Security, Internet, Nathan McFeters
- Blog posts 2008-07-24
- Vista: Whose 'reality' do you believe?
- Vista: Whose 'reality' do you believe?Microsoft Search sucks.Now they are hijacking your PC to gain search share. Vista, XP, and anything else Microsoft is leaving this organization at every chance.RE: Vista: Whose 'reality' do you believe?This studies almost alway fail to note that XP's business penetration was no better after...
- Tags: Microsoft Windows Vista (Longhorn), Microsoft Windows Vista, Microsoft Corp., Forrest
- Discussion threads 2008-07-24
- Bausch
- BauschInteresting pairing...and one that seems to make a little more sense than the traditional IT/Accounting duopoly you generally see in the enterprise. Consumer oriented businesses in this day and age should have consumer oriented systems in place. I think the change in attitude should provide immediate dividends. ...
- Tags: Product marketing, Customer relationship management (CRM), Bausch
- Discussion threads 2008-07-24
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