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Contact Centers

Health Care Debate and Call Centers Post-Meltdown Call-Center Lessons Technology To Expand the Agent Pool Relais & Chàteaux's Luxury Czar Call Recording: Not Just Compliance The Case for Workforce Management Health benefits for the vast majority of contact center employees are paid for by employers. Here's a look at how potential health-care changes may impact different aspects of the industry. The customer service industry may have dodged a bullet during the recession, with no mass layoffs, centers closing or a retreat from the need to deliver consistent, good-quality service to customers. An increasing number of contact center managers are supporting work-at-home agents, not as an operations need, but to offer a benefit to agents that competitors might be using to entice defection. Despite a dismal year, hotelier Jaume Tàpies', international president of Relais & Chteaux, has no plans to back away from luxury or reinvent his brand based on short-term consumer backlash. Gone are the days where call recording was a necessary evil, performed for compliance reasons. Now more organizations see recording as a means to improve customer satisfaction. It's hard to imagine that after all these years, we still need to make the case for workforce management as one of the most effective tools available for call centers to make resource allocation decisions.   FULL STORY   FULL STORY   FULL STORY   FULL STORY   FULL STORY   FULL STORY   Health Care Debate and Call Centers   Post-Meltdown Call-Center Lessons Technology To Expand the Agent Pool Work-at-home options for employees.   FULL STORY Relais & Chàteaux's Luxury Czar Markets upper-crust accommodations.   FULL STORY Call Recording: Not Just Compliance Used to improve customer satisfaction.   FULL STORY The Case for Workforce Management Reduces overall operating expenses.   FULL STORY Feds: Call Centers Employed Kids Text Messaging and Contact Centers Contact Centers: Training To Survive Call-Center Jobs Pay $100K a Year? Performance Analytics Is Critical FCC Praises Smooth DTV Transition IBM's Watson Will Challenge Jeopardy Senate Approves DTV-Transition Delay Zoho Launches HR Freeware for SMBs The Impact of Unified Communications Microsoft Unifies Communications Microsoft Gears Up for VoIP Play Five Tips for Service Rep CRM Training Cisco's New 'Unified Communications' Microsoft Tests New VoIP Server IBM Pitches Integrated Communications From PBX to VoIP: Making the Change Talking Computers Around the Corner Siemens Pumps Up HiPath Applications Avaya, Juniper Partner on VoIP Apps Report: Hackers Can Hide Behind VoIP The Great Escape from Voice Jail VoIP Providers Form Advocacy Group   More on this topic...

Product Information and Resources for Technology You Can Use To Boost Your Business CRM Systems   Experience CRM—and Business—Success today with Salesforce.com. Contact Centers   Run Your Entire Contact Center in the Cloud with LiveOps Enterprise Hardware   Go Green with IBM Blade Center    Enterprise I.T.    Rackspace: It makes a difference when you focus on support.   Go Green with IBM Blade Center   APC introduces server room in a box solutions!   Tell us what you think. Take a survey.   Find out how much you can save with the SQL Server value tool.   See how AT&T can help protect your network. Enterprise Software   Read the Top 10 Reasons to Upgrade to Windows Server 2008 R2. Microsoft/Windows   Rackspace: It makes a difference when you focus on support   Read the Top 10 Reasons to Upgrade to Windows Server 2008 R2. Network Security   See how AT&T can help protect your network.

Network Security Spotlight

House Lawmakers Push Ban on Peer-to-Peer Software Stung by an embarrassing electronic leak revealing ethics investigations into dozens of lawmakers, Congress moved to prohibit federal employees from using the file-sharing software blamed for the disclosure.   GAO: Los Alamos Computer Security Has Weaknesses Security weaknesses uncovered in Los Alamos National Laboratory's computer network increase the risk of a classified-information breach, says the Government Accountability Office.   Computer Security Firm Fortinet Plans IPO This Week Fortinet plans to go public in an initial public offering, giving investors a chance to tap a network security provider with sales that are expected to grow. The IPO could be valued at $137.5 million or more.

Enterprise Hardware Spotlight

Flat Shipments Hurt Dell Despite Increased Earnings Dell's earnings are up and expectations are solid, but the company's stock still took a hit after analysts signaled the company isn't playing a key role in the PC market recovery.   New Pogoplug 'Personal Cloud' Does Social Networking Cloud Engines has released its newest version of the Pogoplug, a small "multimedia sharing device" that connects hard drives to the Internet and allows a user to access the files remotely.   Apple Tablet Rumored Delayed as Publisher Gears Up There have been so many rumors of an Apple tablet that it has taken on legendary status. But now the legend is being revised with reports of a delay and that a major publisher is getting ready.

Mobile Enterprise Spotlight

Review: $100 Palm Pixi Is Stylish But Sluggish Palm is fighting harder than ever to snag a chunk of the smartphone market, and just six months after releasing the stylish Pre it's back with a lighter, petite and affordable version called the Pixi.   TV on the Go Leaves a Little To Be Desired You have to really love TV to spring for a portable TV like the FLO TV Personal Television. This brand new FLO handheld is a dedicated television you might schlep in addition to a phone.   AT&T Fires Back at Verizon with 'X and V' Commercial AT&T isn't holding back in responding to attacks from Verizon Wireless. After losing a court fight to stop Verizon from airing 3G commercials, AT&T is responding with its own commercial.

Enterprise Technology Spotlight

Flat Shipments Hurt Dell Despite Increased Earnings Dell's earnings are up and expectations are solid, but the company's stock still took a hit after analysts signaled the company isn't playing a key role in the PC market recovery.   Smartphones: A Bigger Target for Security Threats Smartphones are increasingly prevalent and adept at handling more tasks, including trading stocks, paying bills, and buying stuff online. That makes them attractive to thieves and hackers.   FBI Says Hackers Targeting Law Firms, PR Companies Hackers are targeting law firms and public relations companies with a sophisticated e-mail scheme that breaks into their computer networks to steal sensitive data, often linked to large corporate clients.

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