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  • Understanding When Social Interactions Should Be Resolved in Another Channel

    - by Christina McKeon
    Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments and questions quickly and in the right tone. But more importantly, they need to offer resolutions. Customers care most about how long it takes to find information rather than which channel they are using. They choose to use social media because they are comfortable with the channel and it offers a convenient way to communicate. Ideally agents will resolve questions within social media, but they need guidance as to how and when to escalate interactions to a more private channel. First, businesses should assess the way in which customers are using social media to communicate with them and categorize posts into groups: complaints, feedback, technical queries or more general support questions. They should then consider the types of interactions that can easily be handled within social media and those that need to be followed up in another channel. This will be very dependent on the industry. Examples of queries that can be resolved in social media include Shipping pricing and timeframes Outage updates and resolution plans Flight status information Product stock check Technical support videos or forum posts Availability of facilities Both customers and agents need to be educated about the types of questions they can expect to resolve within social media. As the channel matures as a customer service tool, it needs to have value other than just as a forum for complaints. Social customer service agents need the power to start a web chat or phone call Any questions where customers need to divulge personal details in order to get a resolution will need to be addressed in a private channel: a private social message, web chat, email or phone call. Customers should never disclose their date of birth, social security, credit card number, or healthcare records in a public forum. Flight issues, changes to a booking, billing queries or account updates will all need to be completed via a private interaction. Agents responding to questions on social media need the ability to start a web chat or phone call with the customer. The customer doesn’t want to have to repeat their question and the agent should be empowered to connect customer records and access account or billing information. These agents will need to be trained across different channels and should be able to view all customer communications in one application. They also need to follow up questions that began on a public forum in the initial channel to make it clear that the issue was addressed. In order to make this possible, social media needs to be integrated as part of a broader customer service strategy. Irrespective of how many channels are used to complete an interaction, businesses should prioritize customer satisfaction and issue resolution. They need a clear strategy and trained agents that can handle and respond to social interactions. Follow me on Twitter @diteb. 

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  • How can you tell whether to use Composite Pattern or a Tree Structure, or a third implementation?

    - by Aske B.
    I have two client types, an "Observer"-type and a "Subject"-type. They're both associated with a hierarchy of groups. The Observer will receive (calendar) data from the groups it is associated with throughout the different hierarchies. This data is calculated by combining data from 'parent' groups of the group trying to collect data (each group can have only one parent). The Subject will be able to create the data (that the Observers will receive) in the groups they're associated with. When data is created in a group, all 'children' of the group will have the data as well, and they will be able to make their own version of a specific area of the data, but still linked to the original data created (in my specific implementation, the original data will contain time-period(s) and headline, while the subgroups specify the rest of the data for the receivers directly linked to their respective groups). However, when the Subject creates data, it has to check if all affected Observers have any data that conflicts with this, which means a huge recursive function, as far as I can understand. So I think this can be summed up to the fact that I need to be able to have a hierarchy that you can go up and down in, and some places be able to treat them as a whole (recursion, basically). Also, I'm not just aiming at a solution that works. I'm hoping to find a solution that is relatively easy to understand (architecture-wise at least) and also flexible enough to be able to easily receive additional functionality in the future. Is there a design pattern, or a good practice to go by, to solve this problem or similar hierarchy problems? EDIT: Here's the design I have: The "Phoenix"-class is named that way because I didn't think of an appropriate name yet. But besides this I need to be able to hide specific activities for specific observers, even though they are attached to them through the groups. A little Off-topic: Personally, I feel that I should be able to chop this problem down to smaller problems, but it escapes me how. I think it's because it involves multiple recursive functionalities that aren't associated with each other and different client types that needs to get information in different ways. I can't really wrap my head around it. If anyone can guide me in a direction of how to become better at encapsulating hierarchy problems, I'd be very glad to receive that as well.

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  • How to find out console equivalents of Ubuntu System Settings GUI?

    - by user4514
    How do I in general find out, what the very nice "System Settings GUI" in Ubuntu (say 12.04) does and how to replicate the changes in command line? Many people ask questions like "how to change the keyboard rate using command line", and often the answers do not help and are hard to find. What is the easiest way to find out, what the GUI is actually changing (for various types of settings. I.e. keyboard layout, rate, mouse, network, ...)

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  • Selecting a Language For Web Application Development

    Selecting a web application development language is a major task for programmers, because as we can find many techniques, tools and methods to expand diverse websites. As different application does different types of tasks, it has almost become impracticable for a website developer to choose for any meticulous web applications development language.

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  • Download Script# – C# to Javascript

    - by Editor
    Script# is a C# compiler that generates JavaScript (instead of MSIL) for use in Web applications and other script-based application types such as Windows Vista Sidebar Gadgets. The primary goal of Script# is to provide a productive script development methodology for developing and maintaining Ajax applications and frameworks by leveraging the [...]

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  • Dental SEO Bolsters the Popularity of Dental Care Insurance Coverage

    The benefits of dental insurance have been even more stressed upon by the well-known icons on television, who constantly seem to have flashing white flawless pearly whites. These types of teeth are caused by proper care, expensive dental consideration and therefore the need for costly group dental insurance plans offered by insurance providers that decrease in number by the day.

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  • SEO, The Techniques And Tools

    SEO or search engine optimization is one of the most widely used types of Internet marketing across the industry. It is a technique similar in approach with SEM or search engine marketing (in which b... [Author: Margarette Mcbride - Web Design and Development - May 30, 2010]

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  • FlyWeight

    You are developing some gaming software. Your write Web client and on each of response you are parsing entire XML to get your game Units. You have some set of types of Units, for example 50 different animals, but when you parse your XML you can get dozens of instances. Memory issue? - FLYWEIGHT will

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  • SEO Content - The On-Going Rates and the Amount That You Should Pay

    SEO content is a very important aspect of online marketing these days and while you can get it written from professional writers you must be careful of the price that you pay for them. There are various types and categories of SEO content written these days and hence the price classification should also differ. SEO articles: There are generally articles that are written to be a part of the article section on a website or for submission to article directories.

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  • Image Filters

    Filters give a great variety of visual effects in web pages dynamically. We will see different types of filters in this article.

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  • Un expert en sécurité sort Aviator, un navigateur basé sur Chromium qui vide son cache par défaut et bloque l'installation des cookies tiers

    Protection de la vie privée : Aviator le nouveau navigateur voit le jour il vide part défaut son cache de navigation et bloque l'installation des cookies tiersSelon des experts en sécurité web, deux types de menaces principales guettent les internautes. Ces menaces ont en commun d'installer sur l'ordinateur des utilisateurs des logiciels. Alors que le premier type installe des malwares, la seconde catégorie est moins dangereuse. Les logiciels qu'elle installe sont plutôt du type espion.Si pour...

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  • Microsoft propose "All-In-One ", un framework qui veut transformer les pratiques de programmation pour "les centrer sur l'exemple"

    Microsoft propose « All-In-One » Un framework qui veut transformer les pratiques de programmation pour « les centrer sur l'exemple » Pour résoudre une difficulté dont sont victimes couramment les développeurs, en particulier ceux qui commencent avec un nouveau langage, un groupe de développeurs propose en collaboration avec Microsoft « All-In-One Framework », une bibliothèque contenant des exemples de code pour les technologies Microsoft. Microsoft All-In-One Code Framework est une bibliothèque centralisée d'exemples de codes types, fourni par des membres de la Microsoft Community Team. Elle permet de définir le cadre et le squelette des applications basées sur toutes les plate-formes et ...

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  • SQL Server Backup Questions We Were Too Shy to Ask

    During presentations about doing database backups and restores, there seem to be two two types of questions that are commonly asked, Those that come from the floor during the presentation, and those that are asked in private afterwards. These are sometimes more interesting, and challenging to answer well. "It's the freaking iPhone of SQL monitoring""Everyone just gets it… that has tremendous value" - Rob Sullivan, DBA, IdeasRun. Get started with SQL Monitor today - download a free trial.

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  • Stairway to Database Design STEP 2: Domains, Constraints and Defaults

    A clear understanding of SQL Data Types and domains is a fundamental requirement for the Database Developer, but it is not elementary. If you select the most appropriate data type, it can sidestep a variety of errors. Furthermore, if you then define the data domains as exactly as possible via constraints, you can catch a variety of those problems that would otherwise bedevil the work of the application programmer.

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  • VMware présente vCenter Operations pour rationaliser la gestion des infrastructures virtuelles intelligentes

    VMware présente vCenter Operations Pour rationaliser la gestion des infrastructures virtuelles intelligentes Après VMware View 4.6, VMware, annonce une nouvelle solution pour simplifier et automatiser la gestion des services IT dans les environnements virtuels et dynamiques de cloud computing. VMware vCenter perations est destiné à optimiser l'exploitation opérationnelle des systèmes d'information des entreprises de manière à bénéficier de l'agilité et des économies financières inhérentes au cloud computing « Le cloud computing repose sur une approche fondamentalement nouvelle de l'informatique caractérisée par la mise en commun des différents types de ressources, par une gestion extr...

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  • Why is On Page SEO So Important?

    A lot of Internet Marketers don't understand just how important on page SEO (Search Engine Optimization) is and the effect that it has on the success or failure of your website. They think that if they promote their site using article marketing, bookmarking, forum participation, social networking and any of those other types of promotional tools that should be enough.

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  • qooxdoo 4.0 : le framework JavaScript adopte les Pointers Events, l'équipe unifie les périphériques

    qooxdoo 4.0 : le framework JavaScript adopte les Pointers Events L'équipe unifie les périphériques (Desktop, Mobile et Site Web)qooxdoo est un framework JavaScript basé sur le système de classes. Il est open source et permet le développement d'applications Web dites « riches » (RIA). La principale nouveauté de la version 4.0 concerne les outils GUI des trois types de plate-formes (site Web, mobile et desktop).Événements indépendants du périphérique d'entréeLes applications qooxdoo peuvent désormais...

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  • Video Search Engine Optimization - Advanced Techniques For Best SEO Services

    Everyone is aware of the fact that a site whose configuration is best for the purpose of search engines is the one that attracts most of the internet traffic. People usually access such types of sites only. But not a single person on this planet has ever thought of optimizing the videos just like the optimization of the sites. As the video content is increasingly becoming more and more popular among the masses, so it is essential that the transmission of the data involves accurate optimization of the video search engine.

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  • Creating a Login Overlay

    Many types of websites, from online retailers to social networking sites, allow visitors to create user accounts. Traditionally, websites that support user accounts have their visitors sign in by going to a dedicated login page where they enter their username and password. One nitpick I have with dedicated login pages is that signing in involves leaving the current page to visit the dedicated login page. This article shows how to implement a login overlay, which is an alternative user interface for signing into a website.

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  • Tiling Problem Solutions for Various Size "Dominoes"

    - by user67081
    I've got an interesting tiling problem, I have a large square image (size 128k so 131072 squares) with dimensons 256x512... I want to fill this image with certain grain types (a 1x1 tile, a 1x2 strip, a 2x1 strip, and 2x2 square) and have no overlap, no holes, and no extension past the image boundary. Given some probability for each of these grain types, a list of the number required to be placed is generated for each. Obviously an iterative/brute force method doesn't work well here if we just randomly place the pieces, instead a certain algorithm is required. 1) all 2x2 square grains are randomly placed until exhaustion. 2) 1x2 and 2x1 grains are randomly placed alternatively until exhaustion 3) the remaining 1x1 tiles are placed to fill in all holes. It turns out this algorithm works pretty well for some cases and has no problem filling the entire image, however as you might guess, increasing the probability (and thus number) of 1x2 and 2x1 grains eventually causes the placement to stall (since there are too many holes created by the strips and not all them can be placed). My approach to this solution has been as follows: 1) Create a mini-image of size 8x8 or 16x16. 2) Fill this image randomly and following the algorithm specified above so that the desired probability of the entire image is realized in the mini-image. 3) Create N of these mini-images and then randomly successively place them in the large image. Unfortunately there are some downfalls to this simplification. 1) given the small size of the mini-images, nailing an exact probability for the entire image is not possible. Example if I want p(2x1)=P(1x2)=0.4, the mini image may only give 0.41 as the closes probability. 2) The mini-images create a pseudo boundary where no overlaps occur which isn't really descriptive of the model this is being used for. 3) There is only a fixed number of mini-images so i'm not sure how random this really is. I'm really just looking to brainstorm about possible solutions to this. My main concern is really to nail down closer probabilities, now one might suggest I just increase the mini-image size. Well I have, and it turns out that in certain cases(p(1x2)=p(2x1)=0.5) the mini-image 16x16 isn't even iteratively solvable.. So it's pretty obvious how difficult it is to randomly solve this for anything greater than 8x8 sizes.. So I'd love to hear some ideas. Thanks

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