thomson first call Resources on ZDNet

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Improving First Call Resolution: This enlightening free webinar clears a path for service desk managers experiencing the multiple pressures of budget cuts, increasingly complex end-user interfaces, and technology/business integration. You'll learn the hidden flaws in the current industry trend toward simple self-service--and how a new model combines self-service with the latest in help desk...; Tags: Service Desk, Webinar, Thomson First Call, SupportSoft, Resolution, Help Desk, Call Centers, It Services, It Operations; Webcasts 2007-11-28
TELSK Dramatically Improves First Call Resolution Rates and Customer Satisfaction: TELSK is a joint venture company created by TELUS International and SK C&C. Previously, TELSK had disparate contact centers and PC Support personnel in 16 separate help desk support teams in multiple locations in Korea. As a result, the support team's ability to respond rapidly to problems was hampered, and...; Tags: BMC Software Inc., Team, Thomson First Call, Customer Satisfaction, TELSK, ITIL, Process Improvement, Team Management, Call Centers, Help Desk, It Services, It Management, Quality, Business Operations, Management, It Operations, It service Management; Case studies

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Introduction to BIT: This is the 1st excerpt from the second book in the Defen series: Business Information Technology: Foundations, Infrastructure, and Culture Introduction This book is designed for people who interact with, but do not want to become, professional information systems...; Tags: Information System, Bear, Computer, Business Owner, Systems Decision, Dick, Jane, Systems Culture, Productivity, Data Centers, Strategy, Storage, Hardware, Data Management, Management, Paul Murphy; Blog posts 2008-05-16
BriefingsDirect Insights analysts probe future of online advertising and find transactional lucre lurking: Read a full transcript of the podcast. The future of online advertising captures the headlines and attention when the likes of Microsoft courts the likes of Yahoo! And Wall Street still has a hard time figuring out how much Google is worth, based on just those little...; Tags: Software, Advertisement, Business, Online Advertising, Bookkeeping Service, Dana Gardner; Blog posts 2008-05-15
Safari "Carpet Bomb" attack information released: Nitesh Dhanjani released information about some of his newest research on the Safari web browser this morning, and interestingly enough, Apple has decided NOT to fix some of the issues he presented. Dhanjani reported three issues, as follows below from his blog: 1. Safari Carpet Bomb.It...; Tags: HTML, Apple Safari, Apple Inc., Issue, Safari Carpet Bomb.It, Security, Nathan McFeters; Blog posts 2008-05-15

A stick and personal care for those who can afford it: Lorne Stitsky has a dream. It's the comfortable life internists enjoyed generations ago. A small number of patients, whom he can know intimately and who will depend on him as families did way back when. You can almost hear Randy Newman's Dayton Ohio 1903 playing in the...; Tags: Patient, Dr., Lorne Stitsky, Dana Blankenhorn; Blog posts 2008-05-15
Virtualization and security: It's easy to spot market trends when many vendors call to schedule meetings and all of them want to speak about the same topic. The topic du mois is security in virtualized environments. Some of the suppliers are taking a very broad view of both security and virtualized environments. Others...; Tags: Network, Environment, Virtual Machine, Virtual Machine Software, Virtualization, Security, Hardware, Dan Kusnetzky; Blog posts 2008-05-15
ABC called looking for an "All American" bachelor...: I got a call from one of the producers of The Bachelor looking for a new crop. Did I know any bachelors? I said I did. They said they should be tall, the women are asking for at least 6 foot tall, they should be charming, handsome, and have...; Tags: Look, ABC Inc., Women, Gender And Diversity, Web 2.0, Channel Management, Human Resources, Internet, Marketing, Tom Foremski; Blog posts 2008-05-15
With the Quickness: HD Moore sets new land speed record with exploitation of Debian/Ubuntu OpenSSL flaw: So, for those who haven't heard, a Debian packager modified the source used for OpenSSL on Debian based systems Debian and the whole of the Ubuntu family to remove the seed used for PRNG Pseudo Random Number Generator used when creating SSL keys. Well, HD Moore set a new record...; Tags: OpenSSL, SSH, Debian, Key, Flaw, HD, ID, Ssl/Tls, Operating Systems, Open Source, Security, Software, Nathan McFeters; Blog posts 2008-05-14
Photos: Where the building is the network: The San Jose, Calif., headquarters of Echelon, maker of technologies for smart buildings, model the company's energy management systems.Behind the scenes of "smart" buildings, including the Louvre Museum in Paris and the Sears Tower in Chicago, lies technology from Echelon. The company doesn''t call its embedded control technologies "green,"...; Tags: Network, Echelon, Photograph, Building, It', Echelon', That', Networking, CNET News.com; Image galleries 2008-05-14
Get the AOL Succubus Off My Back!: Pursuing a career in Information Technology comes with certain responsibilities and baggage -- among these are having to act as a personal, unpaid member of the Geek Squad whenever a friends and family computer is ill. Yesterday I got a phone call...; Tags: America Online Inc., Internet, E-mail Providers, Channel Management, Strategy, Marketing, Management, Jason Perlow; Blog posts 2008-05-14
The death gap: The death gap, the likelihood of dieing young based solely on your economic and social class, is big and growing in the U.S. An analysis of statistics from the Clinton Administration, published today at PluS ONE, shows an uneducated white woman was more likely to die young...; Tags: Death Rate, Median Age, Benefits, Human Resources, Dana Blankenhorn; Blog posts 2008-05-14
Using satellite imagery to explore ancient Mexico: An interdisciplinary team of researchers at the Rochester Institute of Technology RIT is using satellite imagery to peer into the ancient Mexican past. Bill Middleton, an archeologist, is teaming up with computer scientists to build the most detailed landscape map of the southern state of Oaxaca in order to learn...; Tags: NASA, Scientist, Satellite, Satellite Imagery, Bill Middleton, ScienceDaily, Network Technology, Networking, Roland Piquepaille; Blog posts 2008-05-14
MLB Baseball (gadget): Choose from 60 MLB sites, this is a baseball fans dream get all the stats and scores or catch up on your teams standings and player reviews. This gadget has something for everyone from kids to adults, if your just learning the game look through the MLB rule book to...; Tags: Team, MLB, Baseball, Sidebar Gadgets, Team Management, Games, Management, Personal Technology; Software downloads 2008-05-14
Mobium GPS Navigation System (zip): Mobium GPS turns any Windows Mobile PDAs and smartphones into a GPS navigation system with turn-by-turn, GPS guided and voice prompted route guidance. You can search a database of 15 million business listings in your proximity, either by category, or by name, or both. You can then immediately call the...; Tags: GeoMicro, Mobium GPS, GPS, Handhelds, Smart Phones, Consumer Electronics, Personal Technology, Hardware; Software downloads 2008-05-14
Perfect Mobile Icons (zip): Developing a software project for mobile devices? Enhance the appearance of your software on PDA and mobile devices by using a set of matching icons. Dial and Hang-up, Ring Tone and Vibrate Ring, Bluetooth and 3G, GPRS, various Battery states, SMS, E-mail, Calendar, Camera, Alarm and Video Call, and many...; Tags: Mobile, Mobile Device, Icon, Aha-soft, PDAs, Advertising & Promotion, 3G, Handhelds, Hardware, Marketing, Cellular Phones, Consumer Electronics, Personal Technology; Software downloads 2008-05-14
Big Steve to keynote WWDC: Big Steve to keynote WWDCI have ideas on what will be announced[i]Anyone have any idea about what might be announced?[/i]The iPhone will come with a revolutionary technology that will communicate with satellites and tell the user exactly where they are on a little map. Jobs will call it iGPS and...; Tags: WWDC, Apple iPhone, developer; Discussion threads 2008-05-13
Greetings from Lesotho: It's amazing how dependent we become on technology. Internet access and a working mobile phone are something that most westerners now take for granted. When they are gone, however, you feel oddly disconnected. You can't pop online to check news. You can't check email. Without a working mobile phone, you...; Tags: Phone, Mobile, Zimbabwe, Zimbabwean, Telecom & Utilities, John Carroll; Blog posts 2008-05-13
Gates emphasizes PC-phone connectivity in Windows 7: Gates emphasizes PC-phone connectivity in Windows 7It is standard MS modus operandiAnd it isn't working anymore. 2010?!? Who's going to wait that long? By 2010, there won't be any Windows Mobile devices anymore. It will be all Blackberry and iPhone.phone-pc communication--a step backwardsI admit that windows synchronization between phone (or...; Tags: Operating systems, Handhelds, RE:It, Microsoft Windows, Microsoft Windows 7, PC-phone connectivity, PC-phone, phone, PC, Microsoft Corp.; Discussion threads 2008-05-13
HP's to-do list following EDS acquisition: We now know that HP is acquiring EDS in what appears to be an agreed bid that values EDS at $13.9 billion. Larry Dignan has the main analysis but it leaves open a series of testing questions for HP CEO Mark Hurd. As Larry points out: Overall, Wall Street...; Tags: Acquisition, Hewlett-Packard Co., Mark Hurd, Electronic Data Systems Corp., Business Process Outsourcing (BPO), Mergers & Acquisitions, Outsourcing, Corporate Law, Asset Management, Construction, It Services, It Operations, Investment, Finance, Business Operations, Outsourcing & Subcontracting, Operational Planning, Dennis Howlett; Blog posts 2008-05-13