Technology Management

Magazine articles on organizing and integrating technology systems.

Old Articles: <Older 4021-4030 Newer>

CRM April 1, 2006 Colin Beasty	Business Problem: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money.
CRM April 1, 2006 Natalie Petouhoff	The Scientific Reason for CRM Failure Part II: Reduce resistance and increase ROI with change management.
CRM April 1, 2006 Alexandra DeFelice	SAP's On-Demand Vision What can customers gain from the software giant's hosted offering?
CRM April 1, 2006 Marshall Lager	Making SOA Pay Right Away These five projects can deliver ROI within six months: Building a single source of information... Automating processes across multiple users and companies... Delivering cost savings through service reuse... etc.
CRM April 2006	The 2006 Service Elite Awards Here's five organizations that reaped the benefits of their contact center and customer service initiative: Washington State Department of Information Services... Charter Communications... Health Net... etc.
Managed Care March 2006 John Carroll	New Tools to Detect Fraud Rely on Discovering Patterns The ability of the computer to find unexpected - and often unwelcome - patterns of utilization for health insurance is at the heart of today's fraud detection methods.
BusinessWeek April 10, 2006 Jena McGregor	Dawn Of The Idea Czar A thirst for internal growth across Corporate America has made innovation a critical management mandate. As a result, the initials "CIO" have increasingly begun to refer not to chief information officers but to yet another C-suite label, the chief innovation officer.
BusinessWeek April 10, 2006 Brian Grow	This Worm Is Nasty, Brutish, And Sneaky Hackers have raised the stakes with a new bug almost immune to detection.
BusinessWeek April 10, 2006 Pete Engardio	Making Bangalore Sound Like Boston Overseas call centers turn to e-mail and chat to handle frustrated U.S. customers.
IEEE Spectrum April 2006 Paul V. Mockapetris	Telephony's Next Act Moving from circuit-switched networks to the Internet will be the biggest challenge phone systems have ever faced. If issues aren't faced, Internet users are likely to face higher costs and decreased quality of service, delayed call connections, and dropped calls.
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