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Companies spend up to $15,000 to add a new call center agent to their staff, with an average retention of six months and a 40 percent annual churn. In comparison, a virtual-contact center using telecommuting customer service agents can provide high quality personnel with an annual turnover rate at or below 10 percent, Elio Evangelista, senior analyst for research and consulting firm Cutting Edge Information, told CRM Buyer...

Weiss: Yes, this is a problem that unsuspecting "members" of DCIA arefalling into. They don't understand the background or history of DCIA.This isn't to say that DCIA is all bad, but these companies need tounderstand their actions. I don't know if they're being told the wholestory or not -- but they should take their own initiative to researchfully what they are getting into. If they don't, then it's difficult toput the blame on DCIA. Marty and his DCIA staff are doing the job thatthey have been hired to do. Shame on other companies, if they don'tconduct the proper due diligence.

"Top hospitals now have doctors and nurses dedicated to education and training in order to assure that the staff has the skills to actually use the technologies they implement," said Solovy He added, "They are also using technology to connect directly into the patient's home w...

To manage its staff, IntelliCare has a bidding system for scheduled slots. The company publishes a schedule of what it needs, the skills required, and when it is needed "The nurses describe their work with us as all the rewards of nursing without the bedpans," Otley said....

Another step is to having corporate IT staffs disable camera features. In a small but growing number of companies, employees receive new cell phones with no picture-taking features. Since this is a labor-intensive operation, large companies have asked their cellular network suppliers to deliver customized camera phones...

Once inside the studio, I could see that their operation was purely practical. No Hollywood glam here, just a small staff of involved naturalists. I call them that because the analysis of motion that they are recording started out in the field of medicine. This is because Mot...

Fred von Lohmann, a staff attorney with the Electronic Frontier Foundation in San Francisco, labeled the AACS Alliance a new Digital Right Management (DRM) "cartel." ...

Spyware has proliferated across consumers' computers to the point it is the number one cause of complaints at technical support centers for computer manufacturers. The spyware problem is spreading quickly to the enterprise level, consuming hundreds of hours of work by IT staffs to find and remove it...

Is Staff Ready? Does your company have a solid infrastructure of qualified personnel? Specifically, does your company have the personnel who can handle the application process as well as the reporting and regulatory requirements of a publicly held company? Surprisingly, there ...

If possible, those seeking to run a company probably should avoid a staff position, said Opton. However, he added, some businesses require those on the fast-track to top management to hold positions in departments such as administration or human resources. For example, Xerox chairman, CEO and president Ann Mulcahy was the top HR person for a while...

Publisher Rod Morris of Style Magazine, a Canadian fashion publication, agrees that displaying the names of all editors, writers and other senior staff on the magazine's contact page has been helpful in obtaining membership, advertising and story leads. The specific arrangement of information on the contact page should be designed to be easily printed out on 8.5" x 11" paper, because that is what most people do before making calls: They print the page, then write on it while talking to you...

Lara Flint, staff counsel with the Center for Democracy and Technology, said that although provider policies and protections are good, consumers are not protected by law as much as they should be. "The leading ISPs all have very good privacy policies, but I do think this high...

"Broadcast television has always been free and unencrypted," EFF Staff Attorney Wendy Seltzer told TechNewsWorld. "Historically, we've been able to do whatever we want with that signal within the limits of copyright law." This is going beyond the limits of copyright law, she s...

According to Staff Attorney Jason Schultz, the EFF culled its most wanted list from nearly 200 suggestions submitted to its patent busting web site. "These 10 were the most egregious violators," he told TechNewsWorld He explained that three criteria were used to screen candida...

If I were a technician, I would want these egotistical drivers to lose the race or get fired. I've worked at several companies where some of the top folks were so full of themselves and so disliked that they were actually set up by their staff for failure. The Gartner Group's ex-CEO was like this, and you have to believe that had a lot to do with Gartner's long-term problems and the eventual catastrophic departure of that CEO.

Comdex staff will be contacting all confirmed sponsors, partners, exhibitors, speakers, vendors and attendees individually to inform them of the postponement According to the company, all other scheduled MediaLive-produced events, seminars and programs will be convening as pla...

George Samenuk, chairman and CEO of Network Associates, sent an e-mail to all company staff reassuring them that rumors of a Microsoft takeover are not true. "Many of you have seen the article in Computer Reseller News (CRN) which says that Network Associates is being acquire...

Currently, Remington has claimed to have saved more than $530,000 each year using RightNow self-service technology. Through attrition, the company has reduced its CSR staff by five, for a total of 14, each of who handle between 16,000 and 18,500 calls per year "That was a grea...

Companies hosting enterprise applications, like CRM, are probably in better shape, because they have larger staffs that focus solely on keeping Oracle or SAP applications running, whereas a midsize company may only have three or four IT people dedicated to an enterprise application and each only knows a small piece of it, Kost said.

DiDio referred to a changed Microsoft that has taken its time, done the appropriate testing and put in the appropriate features to help IT staffers beleaguered by security issues. She said the software giant has been more proactive with listening to the needs of user groups Di...