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"They have staffed executive levels with a lot of former Apple people, but those people haven't been there long enough to fix the problems," he said. "Palm had really lost its way. We won't get a sense of whether Palm can come back, really, until the end of the year." Palm is ...

David Patterson, professor of computing science and pioneering expert in computer architecture, will head the UC Berkeley facility, which will be staffed by 14 members of the university's faculty and 50 doctoral and postdoctoral researchers Marc Snir, professor of computer sci...

Though federated presence may one day rule the contact center, as Landoline envisions, the immediate use of Avaya's latest addition to its product line is likely to be corporate. For example, a company with many reps on the road would know how to best to reach each of its staff members at any particular moment -- by cell, instant message or e-mail...

JS-Kit is banking on attracting larger companies who want the service without the expense of developing the tools themselves, he offered. Take, for example, the internal communication staff at JetBlue Airlines "We've been very pleased with the service. We wanted to add some fe...

The great irony of virtualization that many companies eventually come to realize is that virtualization, when improperly managed, can severely exacerbate the problems it was intended to correct. For instance, while the cost of hardware decreases, the cost of employing staff with the additional skill sets required to manage a virtualized environment increases...

It all begins with communications, Rosato added. "From our standpoint, it's not an easy fix. We've been working on this for many years. Part of it is the tool set you give your staff members to follow up. You pretty much think people are following the same type of process. We have time frames put on these things as to how quickly it needs to be responded to. A lot of it is the culture of the organization. In my estimation, that's 90 percent of the battle."

Interestingly, Illinois Sen. Barack Obama's presidential campaign is using RightNow to power its Web site's Answer Center, which uses artificial intelligence to constantly improve how users and contact center staff search for information. Since inception in April 2007, 1.3 million visitors have used Obama's Answer Center...

Also, you must have a plan to reskill IT administrators as they begin working in the new joint virtual and physical environment; your IT staff may have to learn new tools and techniques and, possibly some new rules; and "you must be clear about any changes in those rules as you consolidate and move to the new virtual and physical environment," Linesch said...

Consolidation improves a corporation's ability to manage its IT resources. Forty-five percent of Best-in-Class companies were able to improve the efficiency of their IT staffs and rapid application deployment as a result of consolidating resources. In support of this, Best-in-Class firms (61 percent) have also focused on standardizing their software applications. Improved access to the resources reduces contact center downtime, and new product functionality becomes available faster...

Before Friday's Wikileaks hearing, the ACLU said it planned to argue that theoriginal order failed to consider the public interest. "The public has aright to receive information and ideas, especially ones concerning thepublic interest," said Aden Fine, a senior staff attorney with theorganization's First Amendment Working Group. The original injunction,he added, "ignores that vital First Amendment principle."

Google will set up Web sites where staff of homeless shelters can log in and get blocks of virtual phone numbers and mailboxes for their clients The service, called "Project Care," is a continuation of what San Francisco startup Grand Central was doing before Google bought it ...

For every month a single staffer is retained, Katz said, the company saves from US$2,000 to $3,000. "It costs $10,000 to $15,000 in hard expenses to replace a single call center worker, plus there's the lost performance costs -- during the gap between when the trained staffer leaves and before the new staffer is up to speed -- of a few thousand more a month," he said...

Visit the supplier's offices. If you are spending a lot of money and a significant portion of your budget, you should kick some tires. Meet the management and prospective members of the team that would manage your account. Talk about your needs and your vision and see if there is overlap. Make sure you feel that they will be able to build confidence with executives in your company. Ask for biographies of their staff and make sure that you have partners with experience that is relevant for your company and industry. Lastly, understand whether there is depth in the organization, and notice whether you feel more or less confident after that visit...

This change reflects what has been a massive change in Microsoft's line staff over the last several years and the influx of open source believers into the firm. Big companies change slowly, but often we see the changes as rapid because the external representations of these changes take awhile to become visible...

Sales productivity itself is most frequently defined, within the context of mobile CRM engagements, as reducing downtime for field personnel and focusing more energy on high-value accounts. The most common strategies supporting the successful deployment of mobile CRM are creating an independent field rep selling environment, featuring 360-degree views of customer records, enhanced communications between headquarters and field sales staff...

If you're headed to a brick-and-mortar store or a restaurant, drive safely, lock your doors, and don't dawdle in the parking lot. Don't leave a receipt on the table, and be sure to check your credit card bill to make sure the staff didn't heist your credit card number Those ar...

The executive staff at photo-sharing Web site SmugMug.com view the introduction of a wiki to its Internet presence as hugely important. SmugMug always had an open API (application programming interface) into its service and always published its technical specs "But that was on...

Providers offering defined service level agreements are also preferred, as are those with the ability to manage multiple projects concurrently. Trained and experienced staff can create process efficiencies and bring best practices to the table. The SCM function nearly always involves the management of concurrent shipments, customer inquiries and contracting activities...

You have to feel for Yahoo -- well, sort of. It just got an unsolicited offer to buy the company for 60 percent more than stockholders thought the company was worth at the time. The board evidently would like something closer to 90 percent, and it certainly is nice to have dreams. The problem is that Yahoo had no bargaining position, as it knew that if Microsoft backed out of the deal, Yahoo's stock was likely to fall by half. If that happened, the stockholders would likely go after the board and executive staff with pitchforks...

A frustrated Best Buy customer has filed a US$54 million lawsuit against the electronics retailer in the Superior Court of the District of Columbia. Her complaint? Best Buy lost the laptop she had brought in for repair; the tech staff was evasive about its whereabouts; and the store refused to compensate her fully for her loss...