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- Balancing Customer Intimacy with Self-Sufficiency
- Self-service continues to rock the support world because it drastically frees up representatives' time and reduces expenses. But are there hidden costs of self-service? This white paper explores self-service's impact on the rest of the support organization and what you can do to better balance assisted support with...
- White papers 2008-12-17
- Enterprise 2.0 industry matures as businesses grapple with its potential
- Some of the big IT news over the weekend was the announcement that Forrester predicts that the Enterprise 2.0 space will be a $4.6 billion industry within 5 years. ZDNet's Larry Dignan had the full breakdown yesterday on Forresters bullish outlook while Dennis Howlett immediately took umbrage with...
- Blog posts 2008-04-22
- 5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
- Self-service is "In" among businesses. In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing...
- White papers 2005-08-02
- Realizing the True Value of Online Self-Service and E-Billing
- Self-service is the fastest-growing customer care channel and is widely recognized as a viable means to dramatically reduce operational costs. However, many companies deploying self-service and e-billing solutions have met with limited success. In most cases, user adoption remains low because most existing self-service and e-billing offerings do not adequately...
- White papers 2005-08-01
Additional Resources
- It's a girl! (or Ed Tech, 6 years hence)
- Regular readers and followers of my Twitter feed will know that yesterday was pretty eventful. My wife and I (well, mostly my wife, but I did make some moderate contribution) had a baby girl who currently remains nameless (we're leaning toward Penelope, but she was delivered by c-section so...
- Blog posts 2009-11-10
- Ricoh GXR system details and photos officially released
- A day after details were leaked to the web, an official announcement and photos of the new Ricoh GXR system have been released. It's self-proclaimed as the "world's smallest and lightest digital camera," but its not the GXR's weight or size that's really...
- Blog posts 2009-11-10
- Twitter, LinkedIn announce tie-up
- LinkedIn's 'status' feature now syncs with Twitter with an optional check box, a feature that the two companies say should be rolling out over the next few days. A new partnership between Twitter and LinkedIn lets LinkedIn status messages sync with Twitter. "The business-use case of...
- News items 2009-11-10
- Arguing About the Collaboration Toolkit: Cisco's Enterprise Collaboration Platform
- In the aftermath of last week's San Francisco Enterprise 2.0 conference there's been some lively debate about what constitutes '2.0', including some great comments on my previous post. Meanwhile Cisco have literally just announced their Enterprise Collaboration Platform, which will be broad set...
- Blog posts 2009-11-08
- ContaX 1.0.1 (Mac)
- ContaX will let you Store, View, Interact and Communicate with your Contacts, Customers, Prospects and Suppliers more Easily and Efficiently than ever before. For Individuals, Clubs and Small Businesses who wish to use their Contact or Membership database proactively. Ideal for Graphic Designers, Web Developers, Software Developers, Self Employed, Electricians,...
- Software downloads 2009-11-08
- Advanced Encryption Package Professional 5.1.8 (Windows)
- AEP PRO provides secure way to protect sensitive files and send them via internet. With AEP PRO it is possible to encrypt, decrypt and securely erase files. There are several methods to perform operations: process files from main program, from Windows Explorer (AEP PRO integrates nicely with Windows 7, Vista,...
- Software downloads 2009-11-07
- Update on Chinese wallboard with a side order of sulphur
- buy more China products!Hey China rocks, I love 'made in China'!!!Bring it home to China!BUY CHINA productsYou will help devalue the dollar even more,it is ranked 48 in the world.BUY C H I N A productsYou will help devalue the dollar even more,it is ranked 48 in the world.Good griefThe...
- Discussion threads 2009-11-06
- U.S. unemployment rate highest in 26 years, at 10.2%
- Misinterpreted numbers..."In October, the number of unemployed persons increased by 558,000 to 15.7 million."That's not 190,000. The 190,000 is non-farm payroll decrease, which doesn't include farm workers or self-employed persons who have hung it up.Maybe we need a NEW "New Deal?"Remember the 3 R's of Franklin Roosevelt's "New Deal?"...
- Discussion threads 2009-11-06
- House due for its health reform vote tomorrow
- the American patriots will rise againand defeat the socialist bill.All real Americans are outraged about ObamaCare and the Congress should listen to them.Only the GOP healthcare bill is the one we can afford and will improve the healthcare.Not going to passPeople do not want this socialist fiasco.RE: House due for...
- Discussion threads 2009-11-06
- FCC Chairman testifies on driving while texting
- As my teen niece told meSpeech to text? That defeats the whole purpose of texting! It's SUPPOSED to be "secret" - like passing notes. If you want to talk, then CALL them . . .Misleading headline!!The headline on the front page (http://news.zdnet.com/) says "FCC Chair admits driving while texting". ...
- Discussion threads 2009-11-06
- SmartSVN Professional 6.5b2 (Mac)
- SmartSVN is a platform-independent Subversion SVN client. Although it contains very powerful features, it is very easy to use, especially for users of SmartCVS who switched to Subversion. SmartSVN is self-contained, no need to install seperate applications like Subversion command line client or file compare tools. SmartSVN is available...
- Software downloads 2009-11-06
- NetGear WNHDEB111 HD Gaming Wireless N Networking Kit
- Editors' note: As the NetGear WNHDEB111 HD Gaming Wireless N Networking Kit is a gaming networking accessory, we didn't put it through the same testing process we use for wireless routers.While home wireless products continue to invade the marketplace, the demand for high-speed wireless performance increases. At this point,...
- Product reviews 2009-11-05
- Not tolerating the intolerant
- My thoughts"Most reject volunteerism in search of making money, satisfying career ambitions, relaxing or spending time with friends and family."Some volunteerism is fine, and I'm glad to help out when I can - but I don't think it can or should sustain an economy or nation. And yes, I think...
- Discussion threads 2009-11-04
- CEA study finds there are six types of digital photographers
- DefinitionsWhat are the definitios for the 6 types. The catagories are not sufficiently self explainatory. Paying $999 for this report is beyond my curiosity.What's the point of this?You had a fine idea but just didn't do much with it, Rachel. As the other person noted, we need...
- Discussion threads 2009-11-04
- IronKey reveals new, ultra-secure D200 USB flash drives
- IronKey, the self-proclaimed "maker of the world's most secure flash drive," unveiled their new D200 USB flash drive this morning. by Rachel King
- Blog posts 2009-11-04
- KRyLack Password Recovery 3.0.09 (Windows)
- KRyLack Password Recovery is a program to recover lost or forgotten passwords on ZIP, RAR and ACE archives. Features: The program has a convenient user interface; Drag-and-Drop is supported; The program can work with archives containing only one encrypted file; RAR Archives (All versions including v3.x) are supported; RAR Archives...
- Software downloads 2009-11-04
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