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Speech self-service can have significant impact on customer satisfaction and operational costs (staffing). Calculate and track ROI based on several key metrics: Cost per call, call volumes, abandoned calls and number of automated calls vs. agent-handled calls. Utilize the results to justify current and future speech self service projects...

Discretionary products for grown-ups are also popular during the holidays. "Jewelry was a big seller for us last year and something that we are emphasizing again this year," noted Geoff Atkinson, marketing chief of staff at Overstock.com. "A few years ago, consumers would have been leery of spending a few thousand dollars during an online transaction. Now, they do not bat an eye."

"Based upon a thorough investigation by the staff of this committee, we now know that while Mr. Callahan may not have known the relevant facts personally, other Yahoo employees, in fact, did know the nature of the Chinese investigation against Shi Tao prior to our committee hearing," Lantos said. "This was inexcusably negligent behavior at best, and deliberately deceptive behavior at worst...

However, it is possible for consumers and SOHO users -- even adherents to Mac and Linux platforms -- to find help without outsourcing tech support to long-term IT providers. The same type of system adjusting that IT staffs provide through a master console connected to a network can now be applied to individual users of any platform...

Tartan Racing includes Carnegie Mellon faculty, staff and students from the School of Computer Science's Robotics Institute, as well as Carnegie Mellon's College of Engineering, the university noted, adding that Tartan Racing received major support from General Motors, Caterpillar and Continental. Engineers from those companies plus Intel worked on the project...

Tracking tools allow managers to monitor actual customer service levels and call volumes to optimize staffing. Agents are able to view schedules, request vacations and trade shifts. They can also monitor their own productivity indicators A Restructuring, Then Spin-Off...

More and more data center managers have begun implementing virtualization and server consolidation strategies in an effort to cope with the growing complexities they face today, according to a Symantec report released Tuesday. The survey also found that data managers must confront a plethora of challenges due to "rapidly rising service level agreements (SLAs), staffing difficulties, increasing expenditures anddata center growth...

Features included in this general release -- the applications were available on a controlled basis in Verint's second quarter -- include the ability to perform "what if" analysis to predict how changes to staffing or customer service levels will affect performance For instance...

However, when the initial warranty period expires and the computer misbehaves or malfunctions, who to call for service often becomes a daunting -- and costly -- challenge. Big companies outsource maintenance and repairs or have an in-house tech staff. Consumers and SOHO/SMB entities are stranded when computer woes strike...

If an SMB decides to use a VPN, however, the firm's technical staff has only a few options. VPNs are tricky to configure and require some technical maintenance. If in-house IT support is lacking, the only viable option is to purchase third-party provider services "Only a few p...

The executives, CEO Jim Larkin and Executive Editor Michael Lacey, were released on Friday. Lacey "vows to fight on," according to staff blogs on The Phoenix New Times site 'America's Toughest Sheriff'...

"The main reason a small business would use a VPN system is for remote staff access to information on servers inside the corporate firewall," Lance Geeck, manager of IT for financial technology company Kettley, told TechNewsWorld This can include IT personnel who are on-call f...

"The entertainment industry has been annoyed by Usenet sharing for some time, so they haven't just discovered Usenet," Fred von Lohmann, a staff attorney with the Electronic Frontier Foundation (EFF) in San Francisco, told the E-Commerce Times "It is relatively new for it to l...

AOL reportedly announced the cuts to staff on Monday through an e-mail signed by AOL CEO Randy Falco, who billed the reductions as the last piece of a complex and significant transformation from ISP (Internet service provider) to Web portal Shares of Time Warner were down abou...

"It's absolutely fantastic to be recognized for all the hard work that thousands and thousands of scientists and policy makers around the world have done over the past few years," Kristen Averyt, a staff scientist with IPCC Working Group I, told TechNewsWorld. Averyt is one of just three U.S.-based staff members for the Geneva-based organization...

Newspapers today are often cash-strapped, understaffed and laden with paper-based processes and departmental silos, so the challenge is a daunting one "Newspapers are going through a tectonic shift right now as they look for ways to get away from a paper-based system to cut co...

"The RIAA has sued thousands of people and gotten a ton of attention for their campaign, but file-sharing is even more popular than ever," Electronic Frontier Foundation Senior Staff Attorney Fred von Lohmann told the E-Commerce Times. That's especially true on college campuses, where the group has focused much of its legal attention recently...

When confronted by increased keyword costs and declining or flat returns, search advertisers have learned to re-examine their keyword buys and try new text ads. A whole industry, search engine marketing (SEM), has grown up to support this need to improve search campaign performance. Among the leaders are Efficient Frontier, SearchRev, iProspect and Reprise Media. Visit SEMPO for a complete list. These companies are experts at managing keyword strategies and improving the traffic arriving at your Web site via search. This should be your first call, especially if you don't have an expert search analyst on staff equipped with a good keyword bid management tool...

The study, which surveyed 153 IT professionals and security decision makers, found that organizations spend up to US$13 billion globally for direct malware remediation costs. Based in part on that spending, 97 percent of all enterprise IT staff consider themselves prepared to deal with Web 2.0 security issues...

Today, sales managers are struggling to attract and hire new salespeople, on-board and train new staff and retain top sales talent (only 23 percent, 19 percent and 30 percent of the BIC respectively rated themselves extremely effective in these areas) In an ever-changing busin...