http://ithound.computing.co.uk/ Use IThound RSS Feeds to keep up-to-date with new research on the topics that are most important to you. Selecting the Right Knowledge Base and Why Taxonomy Matters Join the SSPA, InQuira and Juniper Networks for this webcast on how Juniper Networks transitioned from a phone-based to a web-based model. You will learn how Juniper Networks recently launched a successful new knowledge base, and how Juniper Networks’ knowledge base became the backbone application in their Customer Support Centre (CSC). http://ithound.computing.co.uk/ithound/view_abstract?id=1267 New Strategies for Delivering Knowledge-Driven Support Experience Your Customers Will Love View this on-demand webinar to learn how to accelerate the time to resolve customer support issues, design a customer interaction experience around each customer's needs, empower call-centre agents to be more productive, deliver an online support experience that will set you apart from your competition, and streamline the performance of your call-centre. http://ithound.computing.co.uk/ithound/view_abstract?id=1271 Human Capital in an Emerging Market Thanks to reductions in telecommunications costs and advances in information technology, many companies have expressed a significant interest in relocating a number of business processes to lower wage countries. This interest has fueled the growth of both captive and outsourced processing and customer contact centers in emerging economies. This White Paper explores what opportunities and challenges exist. http://ithound.computing.co.uk/ithound/view_abstract?id=512