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Analytic on self-service and customer portal


It would be nice to be able to add a tracking code (Google, WebTrends, or Omniture) to self-service and customer portal screens so usage of these items could be analyzed. ...
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Write Your Own IM Bot in 5 Minutes


IM Tutorial: Learn how to create an IM bot for Google Talk, Yahoo! Messenger, AOL AIM and other instant messaging...
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For Technology Decision-Making, Who's in Charge?


It used to be that the people who bought technology and equipment for contact centers were professionals in the art of running those centers -- they were people with some kind of direct telecom or operations experience. Those days are long gone....
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What PaaS Should Learn from the August 2003 Blacko


We’re in an interesting transition within the software space. Specifically, we’re all in agreement that SaaS is changing the industry in a very positive way. More importantly, however, is the recent evolution of platform as a service (PaaS), which...
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Departures and Arrivals at APX


When we started Adaptive Path 7 years ago, we all left what we were doing and started on a new adventure. In the past few months, we’ve seen a few folks leave Adaptive Path to strike out on their next ventures — Ryan joining start-up Plinky, Bryan...
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Marketing @ UX Week


Yesterday our UX Week keynote speaker, Don Norman, talked a bit about how marketers make good allies for UX professionals because of their experience working with business units. This relationship has led marketers to get savvy about positioning...
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