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Now that you've done all this work to improve your technical support team, you need to let your customers know. The sales and marketing teams will do most of the work for you on this. While they may not run a campaign stating, "Hey, our support doesn't stink anymore," they do have a ton of automated...
How well does it normally work when you tell someone to do something? It depends upon your relationship to that person. A complete stranger will ignore you. An acquaintance might tell you "no" before they ignore you. A friend will probably explain to you why they aren't going to do what you told the...
Bhaskar Rao is known for his discoveries in the realm of space exploration. However, he's never ventured beyond the atmosphere of Mother Earth. His space-related technology expertise lies in innovative advances in the world of signal processing. His explorations resulted in the emergence of MIMO, or...
I have been managing the technical support team at Journyx, a timesheet software company, for about 7 years. When I began, we were hemorrhaging angry customers, but now we haven't received a legitimate customer complaint in years. Since my experience was in sales and retail management, the first th...
Nobody likes it when people renege on a promise. You don't have to look very far to see how we as a society view people who lie, break promises or misrepresent themselves. In movies, the bad guy is always dishonest. In books, liars invariably get clobbered: Iago gets tortured, Claggart gets wallop...
Part 1 of this two-part series enumerates the ways in which the guest-worker visa program fails to meet the needs of American workers and the high-tech industry. Part 2 digs further into the arguments for and against the H-1B visa program, as well as the trends and motivations underlying them. "Goog...
The disconnect has never been more pronounced between the supply and demand of H-1B visas, the visa program that allows guest workers in the United States. The technology industry has been at the forefront of the H-1B visa debate, lobbying for the government to allow more foreign workers into the U....
How can smaller employers contend in today's competitive hiring market? By offering employees what large organizations often can't: a say in how the business is run and the freedom to explore and take risks. The key is getting employees invested in the organization's success at a deep level -- creat...
Have you seen the recent television commercial that shows the Pentagon and says, "This building gets attacked 3 million times a day." The sad news is that it's true. Cyber-warfare and cyber-attacks have now become a reality. Ever consider how your business would be impacted if the Internet went away...
Web application vulnerabilities put critical business applications and back-end databases at risk from attack, theft and fraud. The Payment Card Industry Data Security Standard, which recognizes the threat Web application vulnerabilities pose to credit card data, allows organizations to choose betwe...
Ever heard that story about the mother who lifted the car off of her son? I thought it was an urban legend until I looked it up. But apparently it's true: In 1982, Angela Cavallo saw her son being crushed by a 1964 Impala. Seeing that happen brought Angela to a state of panic so severe that she temp...
Early adopters are typically characterized as progressive risk-takers who have little to lose and much to gain. Following this logic, it makes perfect sense that within this crowd we find bot herders -- hackers who control a large number of compromised PCs for malicious purposes. Yet it's unsettling...
Have you seen that movie "Groundhog Day?" You probably have, but on the off chance that you missed it, it's the movie where Bill Murray's character -- who's kind of a jerk -- wakes up every morning to find that it's the same day over and over again. He's forced to relive the same day repeatedly, an...
While IT journalists debate whether or not 2008 will indeed be "the year of virtualization," an October 2007 report from Gartner named "Virtualization 2.0" one of the top ten strategic technologies for 2008. There is no doubt that recent years have seen a steady increase in enterprises adopting serv...
The word "footprint" has gained a lot of currency of late, particularly when talking about carbon consumption and emissions, but also within the IT world. Seen in its original and primary form, a footprint contains lots of information about the identity and nature of the beast that made it. Looking ...
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