Archive for the 'contactcenter' Category

Facebook mourners broke the law

Police have just made public the name of a teen killed on New Year’s Day in Toronto. The release of her name was delayed until her parents gave permission for the publication. In keeping with the provisions of the Youth Criminal Justice Act, the identity of the two teens arrested in connection with her death […]

Fun with wireless networks

Most tech-heads will know what an SSID is. It’s the public identity of a wireless network that broadcasts itself to the public. You’ll see them in airports and coffee shops all the time. Spark up your laptop and you’ll find “Starbucks wireless”, or “Chicago Airport Public WiFi”, or “Boingo Hotspot”, or somesuch. Normally, those names […]

Information security and Green IT conflicting over enterprise mindshare in 2008?

Privacy International just released its privacy protection rankings by country. It’s interesting that almost every country with widespread Internet usage is marked as low on the list. It made me wonder if there is a similar assessment of commercial (or criminal) use of personal information – this assessment was focused on government use. At least […]

Facebook as the intranet

When I first heard about the company using Facebook as their intranet, I wasn’t sure what to think.
“Serena Software is really replacing its existing intranet with Facebook as a front end linked to a low-cost content management system behind the firewall. The firm is just over 800 employees but is still globally based (operations […]

Long live the Commodore 64

I would really like to say I owned a Commodore 64. Back on 1982, this 8-bit wonder was the thing to get if you were into technology and the emerging world of home computing. Millions of C64s were sold, 10,000 software titles were created and it still stands as one of the best-selling personal computers […]

Check out Dashwire

I have long been a proponent of PDAs (Treos, BlackBerrys, etc.) and, to a lesser extent, high-end cellphones like the Samsung BlackJack. These give you on-the-go access to e-mail and calendar functionality and to other productivity applications.
These units started as standalone devices that synced with a PC. With the addition of cellular radios users […]

Shop online. From work. You’ve earned it

Most knowledge workers use laptops and carry a BlackBerry or other PDA. Companies shell out the extra dough for these portable computers because they “increase productivity,” which is a euphemism for “get people working more often and from more places.”
Employees know that, and many don’t much mind: if they can catch up on some […]

Tech hiring at 26-year high

Backbone launched just as the tech bubble was deflating, and few observers had much faith in our long-term prospects. The technology sector had grown too big and its new smaller size was only right. Right?
Wrong. The sector bounced back and its climb is continuing. It turns out the demand for IT pros has reached […]

Will Enterprise 2.0 Drive Management Innovation?

Gary Hamel has called for fundamental management innovation in hisrecently-published book TheFuture of Management. This call to exploration,exploration and action is concomitant with the emergence of themuch-debated arena of what has been called Enterprise 2.0.
Here’s a key excerpt:
..
“This may not be a detailed design spec for a21st-century management system, but I doubt it’s far off. […]

The paradox of IT ? Innovator vs. risk manager

One of the interesting issues in the modern Information Technology space is the conflict between those who have access to new technologies & ideas on how to use them and those who are focused on operational excellence and keeping things running to perfection. It can be easy for the corporate information technology function to fall into […]