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Contact center managers have started to think beyond traditional measures like "service levels," "average talk time" and "wait time." Slowly yet steadily, FCR has found its way into customer operations dashboards. Being a dual function of customer experience and contact center efficiency -- which by themselves are seminal measures for ops performa...

Some weeks, truth is stranger than fiction. As I was thinking that nothing strange would happen this week, up pops a new Google hire, Tim Bray, and he starts trash-talking Apple Let's see -- Google is under investigation by the FTC, stock is down 10 percent, Wave and Buzz are crap, and it is getting its butt kicked out of China. And its new advocat...

Although many usability principles might seem like common sense, they are often overlooked in Web site redesign. Among companies large and small, the same usability issues arise over and over again Following is a list of the five most common mistakes:...

Palm has issued sales projections that are much worse than expected -- even though expectations were already low -- sending its shares plummeting by 27 percent as of mid-day Friday and prompting discussions about whether the company has any future at all. In the third quarter of fiscal year 2010, which ended Feb. 26, 2010, Palm's total revenue on ...

Microsoft's Windows Phone 7 Series emulator has been cracked. ...

If the U.S. comes under cyberattack, how much authority should the president have to shut down the Internet? That's at the core of the debate over different versions of the cybersecurity legislation currently in circulation in Washington Senate Bill 733, cosponsored by Senators Jay Rockefeller, D-W.Va., and Olympia Snow, R-Maine, limits that author...

Viacom's billion-dollar copyright-infringement lawsuit against Google's YouTube took a nasty turn Thursday as a series of documents filled with bitter accusations and unsavory secrets were released to the public Viacom has painted a picture of Google and YouTube as a group of reckless copyright violators.

All new e-commerce businesses should address one vital question first and foremost: Will you collect and store payment card information on your Web site or offload credit card processing to a PCI-compliant merchant like PayPal? The answer to this question is paramount and should be well thought out when you are planning and developing your e-commerce Web application.

Excellent online customer service may be worth US$17.3billion in 2010, according to a new Ovum survey commissioned by StellaService. That's the round figure for the 10.7 percent premium the report suggests customers are willing to pay for good customer service....

The Linux operating system is highly compatible with two hot computing trends: virtualization and cloud computing. Just as the 2001-2002 recession helped usher in Linux as a mainstream solution, virtualization may accelerate Linux usage during and after the current recession. Linux already has a powerful presence in the database and ERP realms. Currently, for every US$3 spent worldwide on Windows-based servers, $1 is spent for Linux-based servers. Most organizations either already have Linux servers with critical information to protect or they could soon...

Companies of all sizes now routinely field the question, "What are your sustainability practices?" What's more, the people asking that question are increasingly organizing through the use of social networks large and small. Bloggers like Sharon Astyk of Casaubon's Book, for example, have thousands of regular readers and a series of books in print. Colin Beavan of No Impact Man even had a documentary made about him last year...

Google, Intel and Sony have teamed up to develop a platform called "Google TV" that will bring about a new way to surf the Internet via televisions, according to The New York Times Logitech, which makes remote controls and computer devices, will reportedly develop peripherals for the platform. These will apparently include a remote with a tiny keyb...

The global market for mobile phone applications is expected to soar to US$17.5 billion by 2012, surpassing the total value of CDs sold, new research forecasts The revenue from mobile apps is expected to increase at a 62 percent compound annual growth rate from $4.1 billion in 2009 to $17.5 billion in 2012, according to a research report by Chetan S...

Aberdeen surveyed over 100 organizations between December 2009 and February of 2010 to identify the best practices enterprises are using that improve application performance management solutions' impact on end-user productivity and the business benefits of a "lifecycle" approach to application performance management. The research results reveal that Best-in-Class enterprises focus on a holistic approach to application performance management to reduce the time to identify and resolve critical application performance issues. The research also reveals that increases in the speed to identify and resolve problems raises application availability and delivers a clear return on investment for application performance management solutions.

"If you can't measure it, you can't manage it." If you haven't heard that one multiple times, you aren't really in business. It's a truism -- and part of being a truism is that it's true, for the most part. When a new business strategy emerges, it can temporarily topple truisms -- but soon, they're back and as applicable as ever. That disruptive p...

Toyota's recent fiascoes with runaway acceleration illuminate the sorry lack of software standards to establish minimum quality levels for technologies crucial to the operation of transportation systems. Toyota has rejected accusations that its software systems are the culprit Toyota recalled 3.8 million Toyota and Lexus models in October 2009 over...

The Federal Communication Commission's national broadband plan, formally unveiled this week, certainly has lofty goals: Provide greater access to broadband, increase broadband speeds, help establish a national emergency network, help improve the economy and ensure the U.S. leads the way in digital technology However, the FCC's plan may be even more...

The Nexus One smartphone is now compatible with AT&T's 3G network in the United States, Google announced Tuesday Though the unlocked device can be used with SIM cards from most GSM operators worldwide, frequency differences meant its 3G compatibility was previously limited to T-Mobile's network in the U.S....

The Nexus One smartphone is now compatible with AT&T's 3G network in the United States, Google announced Tuesday Though the unlocked device can be used with SIM cards from most GSM operators worldwide, frequency differences meant its 3G compatibility was previously limited to T-Mobile's network in the U.S....

The newest version of Microsoft's Internet Explorer will feature full hardware acceleration and a new Javascript engine that engages multiple processor cores for faster rendering, the company has announced. The new version aso reverses the software giant's reluctance to adapt to HTML 5 The company released a developer preview of Internet Explorer 9...