Archive

EXPERT ADVICE

Keeping the ‘Service’ in SaaS

In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic di...

No Cure for Cyber Insecurity?

An alarming number of major U.S. retailers, industrial firms, government agencies and other organizations have been hit in a recent wave of cyberbreaches that may signal increasing vulnerability for consumers and businesses alike. Cyberthieves have used a variety of methods to infiltrate corporate c...

OPINION

Ode to Sprint: Somebody Calls You, You Answer Quite Slowly

As I write this, I'm listening to twangy guitar music that calls up vague images of big spiny cactus, dust, and a riderless swaybacked horse. Lots of dust. I've been listening to the same few bars for 43 minutes and counting. Every few seconds, the music is interrupted by this: "We apologize for the...

Yahoo May Have Found a Lifeline

Verizon CEO Lowell McAdams last week confirmed that his company was exploring an acquisition of some of Yahoo's assets, which would be placed under the corporate umbrella of Verizon's AOL unit. McAdams discussed Verizon's interest in an interview with Mad Money host Jim Cramer. Giving AOL CEO Tim Ar...

Three Charged in Hacking Case That Spammed 60M

Federal prosecutors in New Jersey on Tuesday charged three men in a $2 million identity theft scheme to hack corporate computer systems and blast spam messages to more than 60 million people. The defendants face up to 20 years in prison and $250,000 in fines on wire fraud charges, and up to five yea...

Adoptive Parents Use the Web to Throw Children to Wolves

An underground system of online chat rooms exists for people to get rid of kids they have adopted, investigative reporters have found. On average, a child was advertised for what's euphemistically being called "re-homing" once a week on one Internet message board watched over a five-year period. Mos...

IBM Suits Up Watson to Tackle Thorny Customer Service Problems

IBM on Tuesday announced that it will offer Watson -- its artificial intelligence software package that won the Jeopardy game show -- as a customer service solution called "Watson Engagement Advisor," a cognitive computing assistant that rapidly learns, adapts and understands a company's data. Watso...

ANALYSIS

Bringing Healthcare Home From the Hospital

As the dust settles on the 2012 election, one conclusion remains as inevitable now as before: The healthcare industry is in line for major changes, especially over the next two years. Industry and consumer factors are pushing the transformation to a patient-centered approach in care delivery, which ...

PRODUCT PROFILE

Kana Goes Modular With New Express Application

Kana Software is pushing into the mid-market space with a new offering called "Kana Express." It is a multi-channel Web customer service application divided into four modules, all of which can be deployed separately or used as a whole suite. Scaled-down versions of more robust customer service appl...

TECH TREK

Move to Mobile Has China’s Sina Sweating

Sina, China's top Internet portal, is concerned about the nation's ongoing shift toward mobile devices despite its market dominance, according to Tech In Asia. Sina operates the nation's most-frequented social media platform, Sina Weibo, which is similar to Twitter. Sina Weibo has roughly 300 millio...

WEEKLY RECAP

LinkedIn: Unsalted, Assaulted and Faulted

An extremely determined and talented digital intruder can find a way to break through the security of just about any website. So when you hear about a site getting hacked, the fact that there was a break-in doesn't necessarily mean that anyone was incredibly lazy or inept or asleep at the switch. So...

PODCAST

The Proper Care and Feeding of Highly Virtualized Environments

Advanced and pervasive virtualization and cloud computing trends are driving the need for a better, holistic approach to IT support and remediation. And while the technology to support and fix virtualized environments is essential, it's the people, skills and knowledge to manage these systems that ...

Turkey 2.0: New Ways to Get Help With the Bird

Turkey hotlines revolutionized the way home cooks dealt with kitchen emergencies during Thanksgiving. Now, hotlines are being joined by social media, videos, apps and other twenty-first century ways of solving bird problems. The Butterball Turkey Talk-Line women -- and they are all women -- have bee...

EXPERT ADVICE

The Trouble With Live Chat

Fast, easy and accurate -- ask any consumer to describe good customer service and that is the likely response you'll receive. Traditionally, people have reached out to call centers, confident that a well-trained customer service representative would have the knowledge to fill in the blanks. But movi...

Elon Musk's Dec. 2 action to release The Twitter Files: Approve or Disapprove?
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