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Shawn Santos The Balancing Act: Being Social, Open & Protective of IP

How do you balance the need to protect intellectual property with the inherent openness and sharing of social media?


The answer is three-fold (yo

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Added by Shawn Santos on February 22, 2010 at 6:01pm — No Comments

Dominic Murphy One Step Forward - Ten Steps Back

A recent CIO Gartner report covering 1526 CIO's, with over $138 billion of private and public IT spending power, got me thinking about technology boom and bust, and what this means to innovation within IT and the lack of business case rigor in IT investment decisions. The top 5 business priorities for CIO's in 2008 were as follows (numbers in brackets are 2007 and 2006 priorities): 2007 Priority 2006 Priority 1. Improving business processes (1) (1) 2. Attracting and retaining new customers (3)… Continue

Added by Dominic Murphy on January 19, 2010 at 1:58pm — No Comments

Valérie Maillet How to ensure the quality of a knowledge base ?

Hello, I will be interested to receive any comments on your experience concerning the methods used to guarantee the quality of a knowledge base. Do you use cleaning batch? Do you have a person dedicated to this activity ? Does he work full time for the cleaning activity ?Do you ensure regular training about rules for your teams? Do you have a magic knowledge tool to do it? Thanks Continue

Added by Valérie Maillet on September 16, 2009 at 10:01am — 5 Comments

Peter Hamilton Iran Effect: Can Twitter Kill the Call Center Industry as We Know It?

What does public unrest in Iran have to do with the call/contact center as we know it? The events unfolding right now are the first massive validation of using Twitter as a complaint response tool when all other avenues are unavailable. This test of social media has captured the attention of governments, and the corporations worldwide. Quest is closing call centers due to efficiencies gained via implementing Twitter as a customer service platfor, the City of San Francisco is using Twitter to cut… Continue

Added by Peter Hamilton on June 19, 2009 at 7:07am — No Comments

Shawn Santos Tech Services Forum Update - June 14 2009

Here's what’s happening on Technology Services Forum: -- > Featured Forum Discussions -- > Featured Community Member -- > Latest Communities of Interest -- > Spammers get Spanked -- > 4 Tips You Can Use ------------------------------------- Featured Forum Discussions Recently, we've seen some great questions—and answers—come through Tech Services Forum (and some questions are still waiting for an answer). Click on one of our selected discussions below, and share th… Continue

Added by Shawn Santos on June 14, 2009 at 1:00pm — No Comments

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