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Cisco opens ISR routers to developers; SaaS providers cut costs with open source. Listen now!
Linux has proven itself to be a versatile solution across a variety of hardware architectures to support workloads ranging from basic infrastructure services to enterprise-class database deployments. Today, Linux is commonly found operating in some capacity within most larger organizations, and over time, it has captured many of the same workloads that previously were deployed aboard RISC platforms running Unix operating systems. Read IDC's report on how Oracle support differentiates itself in a commodity market.
Get the latest on storage technologies that allow IT professionals to better cope with new IT demands. Learn how storage technologies can help you successfully tackle e-Discover, regulatory compliance, green data center initiatives and the data explosion. Get all the details now.
Watch this webcast to learn in six modules how to more cost effectively consolidate your Windows servers with virtualization. This unique program allows you to pick and choose which of the six modules you would like to view or watch the entire webcast at once. Topics covered: Performance, Use Cases, Enterprise-level Support, Managing Windows Workloads, Setup and Configuration and The Future. Find out how you can simplify server consolidation within your organization today. Register below to learn more and be entered to win an Archos 605 Portable Media Player.
If Microsoft does nothing to fix the problem in a timely manner, that is wrong and makes for poor business...- Anonymous
The powerful tape technology can address data security with tape encryption as well as long term data protection.
Discover what disk and tape really cost -- and which solution provides lower total cost of ownership and optimizes energy use for your organization
The Clipper Group explores the truth behind the myths of tape, digging into the misconceptions in the disk vs. tape debate.
Over two thirds of disk-only users look to add tape back into storage infrastructure according to recent survey.
When it was preparing to introduce American air travelers to a new U.S. domestic carrier, ExpressJet Airlines faced a tough decision: staff customer service and airline-reservation call centers with low-cost offshore agents, or hire American workers, potentially for more money but who'd offer higher-quality customer service.
"We were a launching a brand-new airline offering domestic flights across the United States. Though money was a consideration and offshoring internationally can be the cheapest option, we knew we couldn't be successful from the start without excellent customer service," says Trish Winebrenner, vice president of marketing at ExpressJet, a domestic carrier based in Houston that worked with Continental for about 15 to 20 years before it decided to spin out its own start-up airline business late in 2006. Winebrenner was given the task of getting a call center, which would handle the airline-reservation and sales system, off the ground in less than four months so ExpressJet could be in business by spring 2007.
That's when Winebrenner considered a third option: outsourcing call-center operations to Alpine Access, a company that staffs virtual call-centers with home-based agents, or teleworkers, to provide customers with flexible staffing options.
Alpine Access and other providers, such as LiveOps, West Corporation and Working Solutions, create virtual call-center operations that tap talent pools not always available to traditional, physical call centers. The virtual-call-center provider hires and trains employees based on customers' needs and business models. Such companies as Dell, J. Crew, JetBlue, 1-800-Flowers and Office Depot have announced publicly they moved call center operations located overseas back to the United States to boost customer satisfaction and take advantage of untapped employment resources in America.
"The primary reason companies send work overseas is to save money, but if your customers are having a terrible experience on the phone with, say, an Indian agent, then you are losing much more in terms of customer service," says Chuck Wilsker, president and CEO of The Telework Coalition, a Washington, D.C., organization that promotes telework through education and legislative efforts.
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