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		<title><![CDATA[Best Practices in Web Self-Service]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=277589]]></link>
		<description><![CDATA[In this paper readers will understand seven distinct visions of how and why Web self-service should be conceived, designed, and implemented. There are recurring themes about return on investment, scalability, and encouraging user adoption from the enterprise aspect, and about personalization, functionality, and ease of use from the consumer's perspective....]]></description>
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		<pubDate>Thu, 01 Jun 2006 00:00:00 -0700</pubDate>
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		<category domain="http://updates.zdnet.com/tags/information+today+inc..html"><![CDATA[Information Today Inc.]]></category>
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		<title><![CDATA[Best Practices in Speech Technologies for Contact Centers]]></title>
		<link><![CDATA[http://whitepapers.zdnet.com/abstract.aspx?docid=277590]]></link>
		<description><![CDATA[This paper challenges vendors of speech technology applications to present the audience with a provider's vision of what it takes to successfully integrate speech technology in call center applications. Market-leading companies Verint and Convergys answered the challenge by giving readers a glimpse into the business case for the expansive use...]]></description>
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		<pubDate>Thu, 01 Jun 2006 00:00:00 -0700</pubDate>
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		<category domain="http://updates.zdnet.com/tags/call+centers.html"><![CDATA[Call Centers]]></category>
		<category domain="http://updates.zdnet.com/tags/customer+relationship+management+%2528crm%2529.html"><![CDATA[Customer Relationship Management (CRM)]]></category>
		<category domain="http://updates.zdnet.com/tags/operational+planning.html"><![CDATA[Operational Planning]]></category>
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