Offsetting Asymmetry With Automation


In the security world, there is a truism that defense is harder than offense because it’s an asymmetric playing field. The bad guys need only find one path into an environment — one place where everything hasn’t been done perfectly — while those charged with securing that environment need to protect against intrusions everywhere. The asymmetry is apparent in other respects as well. For example, a large percentage of a company’s staff members may go home at night, but attackers can operate from wherever, whenever.

The original article can be found here: http://www.ecommercetimes.com/story/84970.html?rss=1

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Customer Service Sucks? Blame Outdated Gear


It’s a business truism that customer service can make or break customer relationships, so it stands to reason that contact centers should be considered a critical part of the enterprise and equipped accordingly. However, half of 225 global contact centers surveyed in April were using agent desktop technology that was more than five years old, Forrester noted in a report released this week. More than half of them planned to upgrade in the near future. Aging systems make it more difficult for contact center staff to deliver quality service.

The original article can be found here: http://www.ecommercetimes.com/story/82366.html?rss=1

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