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Build Your Team by Building Enthusiasm
Workers Not Producing? Blame the Managers
WFO Supports Remote Workforces and Innovation
Workforce Optimization Software Articles
CreditEase Improves Customer Experience with Verint WFO Solutions
CreditEase has seen mass improvements to its operations and overall customer experience since implementing Verint's workforce optimization (WFO) solutions.
Sales Software Evolves to Accommodate Millennial Sellers
While there are endless column inches written about the cultural implications of Millennials and their behavior in popular culture, there are fewer interpretations of what their habits might mean to the world of business, and specifically workforce optimization.
Mobile Workforce Management Solutions a Great Fit for an Evolving Workforce
An increasingly mobile and dispersed workforce has made workforce optimization and management a challenge. Mobile workforce management (MWM) solutions monitor and automate remote workers and processes to aid businesses and managers in an evolving workforce climate.
Verint's New WFO App Promotes Safe BYOD Practices
Countless studies and articles have suggested recently that a mobile workforce is a happy workforce. Giving your employees the option to work wherever, whenever, is one of the biggest selling points a company can have. Being stuck behind a desk all day is quickly becoming a reality of the past. The only thing that seems to be holding this movement back is security concerns.
Optimizing Push Notifications for Customers
People today are using mobile apps more than ever before, but the question of how: marketers optimize the use of apps to connect with customers still remains.
Workforce Optimization Key to Employee Retention
The 2016 Society for Human Resource Management /Globoforce Employee Recognition Survey reveals workforce optimization solutions have to take into consideration other factors beyond traditional human capital management.
Verint Lands Awards in Workforce Optimization
A slate of awards landed on Verint's doorstep recently as the company took home a slate in the workforce optimization field, among others.
Louisiana Parish Schools Upgrades Workforce Optimization Software
Ascension Parish Public Schools in Louisiana upgrades its NOVAtime workforce optimization software and time and attendance solution after the damage they sustained from the 2016 Louisiana Floods.
inContact Brings Workforce Optimization to Hotelier
The Carlson Rezidor hotel group recently turned to inContact cloud solutions to bring better customer service and workforce optimization to the roster.
Peak Elevate Steps Up Workforce Optimization
New partnership effort between Peak UpTime and TelStrat International to lend new help in driving workforce optimization efforts.
InContact Assists Retail Client with WFO
InContact, a developer of workforce optimization and contact center software, will help a global retailer with its plans to maintain call centers in the U.S. and double its agent count in Europe.
SHAG Taps InIn, Which Genesys Closed
Genesys announced that it has completed its previously announced acquisition of Interactive Intelligence. And late last month Interactive Intelligence was apparently given the green light to discuss its Senior Housing Assistance Group Community Life Foundation customer win.
Sophisticated Customers Use Omnichannel as a Criteria for Buying
Companies need to make sure they are properly combining their online and offline data into a unified stream and have the ability to understand and analyze their customer journeys. They also need to ensure that their workforce is properly optimized to handle the ways customers expect to communicate.
Hearing Devices Startup Finds Optimal Staffing Levels with Virtual Observer
Listen Clear, a startup that provides affordable hearing devices, had a need for an inexpensive and scalable workforce optimization software that could handle their spiking staffing numbers and help them field all calls.
CYARA Helps Accelerate Customer Experience Innovation
CYARA exists to help organizations accelerate customer experience innovation. The company does that by helping its customers design; build; and do integration, load, regression, and user acceptance testing on customer service capabilities.
Kronos Uses Paragon to Increase Time-to-value by 40 Percent
Kronos uses its Paragon onboarding and support methods to help customers move to cloud-based implementations of Workforce Central, its flagship workforce optimization software.
Human Analytics Becoming an Indispensable Part of Workforce Optimization
Human analytics are becoming a valuable part of workforce management and workforce optimization, offering insights to drive revenues and increase productivity and efficiencies.
Verint, Forrester Partner to Provide Improved Customer Experiences
While developers put the pieces together, analysts tend to steer the ship. What do I mean by that? Well, typically analysts talk, the industry listens and not only is there new industry vernacular, but a new wave of innovation. Another approach is simply partnering with a research and advisory organization to offer an industry-leading solution, which is exactly what Verint is doing.
Casino Developer Chooses Verint for Improved Customer Experience
Customer service is paramount in any business, whether we're talking about B2B sales or the taco stand on the corner, but in the hospitality and gaming industries, providing exceptional customer service can be quite challenging. Take a major casino for instance; between managing the hotel functions, casino floor and general staffing, managerial needs are a plenty.
CallMiner LISTEN 16 Kicks Off Today
CallMiner has shown to be a foundational fixture in the speech analytics space. Living the motto, "Listen to Your Customers, Improve Your Business," is more than words. The analytics solution provider offers the industry the opportunity to not only see what's new with it, but collaborate with colleagues across the workforce optimization software space at LISTEN.
NICE Named WFO Market Leader
The contact center is far more than a bank of phones, manned by agents, primed and poised to provide exceptional service. There's a lot that goes into scheduling, coaching and providing said exceptional service. Workforce optimization is the silent straw that stirs the customer service drink, and this week DMG consulting LLC unveiled its 2016 WFO Mid-Year Market Share Report, which offered much in illuminating industry trends and crowned a clear market champion.
Verint Provides QVC Japan with Valuable Customer Insights
Competition is fierce no matter which industry you look at. It seems like every other day one business is coming out with a new product, while another startup is showing up on the scene. In such a competitive market, it's essential for businesses to make themselves stand out in whatever ways possible. QVC Japan Ltd. recognizes this need, and is working to make itself stand out through premium customer service. That's why the company uses Verint Workforce Optimization and Verint Speech Analytics to help meet this demand.
Acquisitions in Workforce Optimization Software Market Drive Better Solutions
Access to cloud computing is a growing priority for enterprises throughout the world. And while some have embraced it with open arms, others sat back and waited for the kinks to get worked out before they jumped. Now, with access to solutions like workforce optimization software, and partnerships between key players, it only makes sense to adopt a roadmap this next level of innovation.
Virtual Observer Delivers Workforce Optimization Software for Avaya IP Office 10 Environments
People power the contact center, make no mistake. In most cases, customer service agents serve as the first point of customer contact, with loyalty and more hanging in the balance. For this reason, firms are moving in a decidedly omni-channel direction and workforce optimization is a key ingredient to a healthy bottom line and happy customers.
Uniphore Launches New Version of auMina Speech Analytics
It's never really enough to know what someone said. Knowing how they said it is every bit as important, and that makes for a clear demand for speech analytics tools. Uniphore Software Systems recently brought out its new auMina 2.4 update, and with it, users will have a much better handle on the how as much as the what of what's said on a customer call.
Genesys Named as Leader in Two Forrester Reports
It's a great time to be a part of the Genesys team. The company prides itself on helping organizations create omnichannel customer experiences, journeys and relationships. Its overall mission is to provide the best customer experience and contact center solutions and, apparently, it's doing a pretty impressive job. The company announced at the opening day of its annual Genesys G-Force 2016 user event that it has been recognized as a "Leader" in two new reports from Forrester Research.
Formalized Social Media Platforms Create Opportunities, Prevent Fraud
While a billion or so ordinary people around the world were using social media for purposes that are…well, social…a curious thing began to happen. Marketing and sales professionals, who have operated under the assumption for decades that the best place to sell is where the people are, have embraced social media as vehicle for brand awareness, promotion, crowd-sourced marketing and peer influence that can be utilized by brands to further their messages in a more trusted package. (Most people find the opinions of friends and family more trustworthy than unsolicited marketing messages.)
Relia Acquires SPi CRM
Relia, a business process outsourcing company known as Moshi Moshi Hotline until autumn 2015, has worked in the BPO market since the late 1980s. Its list of clients includes a number of prominent businesses in Japan and surrounding countries. Now it will expand that grasp within its home base and overseas to the U.S.
Workforce Optimization Software for the New Economy
If you manage a contact center, chances are good your workforce looks different than it did 10 years ago. It's likely made up of far more Millennial generation workers than it was then. Also, these workers probably spend their days doing very different tasks. While the telephone is still a big part of it, they're also likely handling digital and perhaps even social media communications. Because of this, your workload, your processes, your goals and your quality checks are all probably very different. If you're still using a years-old solution to manage this workforce, it's probably not cutting it anymore for your organization.
Cloud Contact Center + Office 365: A Perfect Pair
Contact centers have moved into a new era of efficiency thanks to cloud technology. Cloud contact centers make it possible to cut costs, improve operations and deliver better overall services.
How Harry & David Ensures Quality During the Holiday Season
The Lake of the Ozarks in central Missouri offers a variety of fun things to do, whether you like water sports, hiking, eating or shopping. It's a favorite destination for my sister and I when we meet to celebrate our birthdays for the year each fall. We always plan for a stop at the outlet mall where we have to spend time at Harry & David.
Why You Can't Afford to Skip 'Social Listening'
There are many companies struggling to get social media right. A small handful of companies seem to have a magic touch when it comes to social media, and they wield it like the popular kids in high school used their social skills to make the rest of us feel awkward. Even for the most successful companies, it's far from an effortless process. While no one is expecting you to develop an award-winning social media campaign overnight, at the very least, you should be engaging in what's called "social listening."
Gamification Helps Boost Employee Engagement and Knowledge
While every contact center needs to engage in agent training on a regular basis, not all contact center work is created equally. When the products and services sold are more technical - imagine a wireless company that sells many different models of phones as well as voice plans and data plans - the training, both initial and ongoing, becomes far more complex and workers need larger knowledge bases to be able to find the answers they need for customers' questions.
How Call Recording, Dashboards & QM Can Enhance the Contact Center
Call recording and quality monitoring can go a long way toward improving the performance of agents in the contact center, according to a new white paper from Coordinated Systems Inc.
Avaya IP Office Improves Safety and User Experience
Avaya recently announced the latest version of its unified communications (UC) solution for small and midsize businesses. The Avaya IP Office release 10 spells good news for businesses and channel partners, as it has several benefits when it comes to security, resiliency and end-user experience.
Calabrio & KKR Deal Sign of the Times in Contact Center Space
The modern contact center landscape is at an interesting point in time, where it appears consolidation is having its way. Shortly after hearing Genesys will be acquiring Interactive Intelligence, the market heard news of KKR's plans to purchase Calabrio, a firm that has earned recognition from Gartner, Frost & Sullivan and TMC (to name a few).
Selection of Virtual Observer Enables Contact Center to Reach Efficiency Goals
Establishing success in the contact center is a challenging task. Some leaders may expect that success comes from the feedback received from customers; others may point to a low cost of operations; still others may suggest that the ability to resolve customer issues quickly is the only way to measure success. If you ask the customer base, however, they may point to first call resolution.
Legal Education Training Company Improves Operations with Quality Monitoring
While many companies record calls for quality today, most of them still do it like it's 1986: telephone calls only with the need to store calls onsite and search them manually. It's a wonder so few companies are in a position to take advantage of the benefits of 100 percent call recording, quality monitoring and analytics. Some companies have gotten "their feet wet" with workforce optimization software when it comes to human resources. Far fewer are taking advantage of WFO as it can be used in an omnichannel business environment to improve quality and streamline operations.
Customer Experience over Price and Product? Consumers Say 'Yes'
Why do customers pick the companies they want to do business with? Is it because of low prices? Is it because of product reliability? Is it because of the influence of friends and family? For a company struggling to win and keep customers, these are important questions to ask. While all of these things certainly play a part, there is evidence that many companies are missing the most important element: the customer experience.
Digimind, Ditto Get Together to Add Image Capability to Social Media Monitoring
Those engaging in social media monitoring already know pretty well that it's mostly a text-based affair. That's all fine and well until we consider just how many of our conversations involve non-text elements. We communicate with texts, with timely memes, video clips, "demotivational" material, even with emojis. Now, a new partnership between Ditto and Digimind is allowing these non-text elements to be part of the monitoring as well as the conversation.
Social Media Taking Center Stage in Customer Service
When Mark Zuckerberg started Facebook it was intended as a hub for college students to communicate. Jack Dorsey created Twitter as a result of his fascination for dispatch software. Neither had any idea that their innovation would lead to a customer service revolution years later. The omni-channel contact center is no longer a nicety but a necessity as the millennial generation continues to blaze their trail and baby boomers begin to take hold of what technology can offer; the customer service landscape is turning in a very "social" direction.
'Visual Engagement' Adds New Dimensions to Customer Service
The telephone, while undoubtedly one of the greatest inventions of the nineteenth century, has had (and continues to have) limitations. There's a reason why most people reserve face to face communications for their most critical conversations. A voice from the other end of the line is never going to be as effective as a voice that has visual cues accompanying it. For the same reason, telephone customer support can sometimes be limiting. Often, there are visual elements that would enhance the conversation: a product photo, a demonstration, a page on the Web site, or even just a video conference between customer and agent.
InContact Integrates HelpSocial for Social Media Support
As difficult as customers may seem at times, there's very little they actually want - personalized, timely and resolute service. Too often firms bounce customers around in a corporate game of pinball, ricocheting from agent to agent, having to explain the same issue, question or concern multiple times with no resolution in sight. Companies are learning omnichannel support is the optimal way to address the need, with a primary channel being social media. For this reason, inContact and HelpSocial teamed up to offer the contact center social media care abilities.
Sales Rumors for Avaya and Interactive Intelligence Indicate a Changing Market
The telecom and contact center sectors are particularly susceptible to change: startups are purchased by giants every few years, divisions are spun off into independent companies, and mergers and partnerships come and go. The only constant about the enterprise telecom and contact center sectors is regular change. Right now, the industry seems to be in a particularly turbulent period.
Upcoming European Financial Rules Expand Call Recording Requirements
Talk about your big data. The European Union has been consistently expanding its requirements for financial institutions to record communications related to transactions since around the time of the global financial crisis of 2008 and 2009.
Speech Analytics Can Allow for a More Optimized Call Center Workforce
Call recording has a wide variety of applications in the call center. That includes compliance, to capture agent conversations with customers in the call center and used later for coaching, to better understand customers, and to help people in all parts of a business to remember what was shared in conversations and meetings. Indeed, call centers have been leveraging call recording solutions in this way for some time now. But speech analytics can take these capabilities, and the call center in general, to the next level by helping identify interactions that may require special consideration.
The Key to Omnichannel is the Workforce
An omnichannel customer experience has long been the goal of forward-thinking companies worldwide. The ability to reach customers over customers' desired point of contact is hard to pass up and can mean huge bottom line impact. Getting that experience has proven tougher than expected, and new reports suggest that the key may be a matter of fundamentally changing the workforce.
Five9 Receives Frost & Sullivan Award
Five9 is a provider of cloud software for the enterprise contact center market. They bring the power of the cloud to thousands of customers and aid in approximately three billion customer interactions each year. Recently, Five9 made the decision to expand on its delivery of cloud-based contact center software by venturing into the Latin American market. This decision has paid off for the company, as it has now received the 2016 Frost & Sullivan Latin American Competitive Strategy, Innovation, and Leadership Award.
Achieving Contact Center Success
Managing a contact center is no easy feat. There are the needs of the workers to consider, and the imperatives from management. Sometimes these two are at outright loggerheads, and making it all work falls on the contact center manager. A report from TechTarget shows basic do's and don'ts when it comes to running that management slot.
Work Harder to Keep Your Contact Center Agents
The conventional wisdom for trying to keep agent attrition down in the contact center generally comes down to cost. A constant need to replace agents costs money and time, and new agents are less skilled than experienced agents, which negatively affects the customer relationship. Make a list of the ways high attrition costs companies money, and you'd fill a piece of paper in no time at all: high recruitment and training costs for the HR department, high costs in time and money to continually train new agents, weeks of wasted time each year for managers who should be managing, lost goodwill and opportunities from customers paired with newbie agents, and low agent morale from seeing a constant revolving door of coworkers.
Short-Term Versus Long-Term Metrics in the Contact Center
Is your contact center successful? It should be an easy question to answer: after all, you probably have a collection of metrics you track. Chances are also good you're tracking the wrong metrics.
RightAnswers Helps Customers and Support Agents Find Answers Faster
There is a massive amount of data being generated every second of every day by consumers and organizations alike. For businesses this information provides great opportunities to learn how it affects their operations to understand their customers, the marketplace and their competitors. The launch of the new RightAnswers Community, a social customer service channel and social intranet tool for peer-to-peer support, will deliver customer service by leveraging their own knowledge within their community.
Alorica to Become Third Largest BPO Provider after EGS Acquisition
Alorica announced that it had recently completed its acquisition of Expert Global Solutions, Inc. (EGS). As a result, the transaction makes Alorica one of the world's largest providers of customer experience outsourcing solutions.
inContact's User-Friendly System Brings In Hospitality Company
inContact, the leading provider of cloud contact center software and workforce optimization tools, is all about getting you, the customer, the best possible service. So, it came as no surprise when they announced yesterday that a global hospitality group is transitioning 250 agents from their on-site legacy contact center to inContact's Customer Interaction Cloud. In short, the Customer Interaction Cloud is a virtual contact center software that helps contact centers increase market share and profitability.
Technavio: The Cloud to Give Healthcare BPOs a Boost Through 2020
Business process outsourcing (BPO) has given businesses a lot of new possibilities in terms of getting the job done, and the healthcare market worldwide is no exception. Meanwhile, a new report from Technavio says that BPO in healthcare is likely to continue on the rise, reaching a height of $9 billion by just 2020 alone.
Will AI-Driven Chat Bots Replace Human Agents?
One of the biggest questions on the lips of the customer support industry today is, how automated will the industry become, and will it replace human agents? There are mixed opinions on the topic.
Former Infosys, IGate Leader to Head Up Xerox BPO Company
Xerox in January announced plans to split into two separate companies, and the company seems to be moving a very respectable clip to make that happen later this year as scheduled.
Avaya Stages Breeze Hackathon, Intros Oceana Solution to Emphasize New Posture
In March Avaya unveiled its new Breeze platform, which is aimed at helping developers easily implement communications capabilities into new or existing applications. This month the company staged a Breeze hackathon and introduced a customer engagement solution called Oceana, which is based on Breeze.
Insurance Client Deploys Five9 Contact Center, Sees Positive Results
Five9, a company that develops cloud-based contact center software for enterprises across the globe, announces this month that it has acquired a new client, a 400,000-customer insurance provider that will, as the months progress with this new contact center host, process more than $600,000 in annual revenue for its own business customers.
Your Customers Want to Text You: Are You Ready?
Sometime in the last decade, we have become a nation of text messengers. While teenagers may have ushered in the trend, nearly all generations today report sending at least a few text messages. While the trend may have started for personal communications, text is now also a channel of choice for customers interacting with businesses. A recent study conducted by Harris Poll and commissioned by OneReach found that over 60 percent of customers reported they would rather text than call a business for support. There's a good reason for this: rather than waiting on hold and making small talk with an agent, customers can get faster, more efficient responses to their questions.
High Fives All Around at Five9 for Silver Stevie Award
Awards serve as a good way to see who is setting the tone in the space, and this week one of the leading providers of cloud software to the contact center, Five9, earned a Silver Stevie Award in the Business-to-Business category for its Freedom Release.
Why Social Media Has a Place in the Contact Center
The days of the traditional contact center, featuring rows upon rows of operators armed with flimsy headsets and laminated sheets of instructions are long gone. Contact centers are undergoing dramatic transformations in order to take advantage of new technologies. The continued growth and efficacy of social media as a means for people to interact make it the perfect next candidate for inclusion in the modern call center.
The Omnichannel Customer Experience Even Hits Regulated Industries
In recent months, there's been a lot of talk of the omnichannel customer experience, which basically means having a presence everywhere a customer may want to use to get in touch with a business. It's designed to give customers as few pain points as possible-a customer who wants to talk to a business over social media but can't comes away frustrated-and it's done quite a bit of good for retailers and the like. Now, some regulated businesses are getting involved, and it's having unusual effects on those industries.
Avaya Aura Experience Portal Pushing Omnichannel
The face of customer service today is a far cry from just a few years ago, and over the course of this transformation two trends continue to rear their heads: Mobility and self-service. While there are many components to creating a successful omnichannel deployment, paramount to success is providing customers a seamless, contextual experience resulting in resolution. The face of customer service today is a far cry from just a few years ago, and over the course of this transformation two trends continue to rear their heads: Mobility and self-service. While there are many components to creating a successful omnichannel deployment, paramount to success is providing customers a seamless, contextual experience resulting in resolution.
Verint Systems Updates Telligent Community
Verint Systems, a hardware manufacturer and developer of software for business security and intelligence, acquired Telligent in 2015. Since then, it has been working to update the Telligent Community collaboration software. This past week, it released a number of new features that address navigation and engagement on client-built social communities.
WFO Influence Grows as NICE Systems Claims Big Market Share
With tighter budgets and leaner staffing, increasingly companies are finding they need to do more with less. That's why the area of workforce optimization (WFO) has taken on such prominence in the enterprise, and especially in call centers: everyone needs to maximize their staffing.
Customer Service Powerhouses Announce Critical Acquisition
The acquisition is set to usher in a new era in customer service, where leading companies will join forces to provide the industry's first fully integrated cloud contact center solution suite.
Zendesk Lands Leaders Quadrant Status from Gartner for CRM
Customer engagement is increasingly important for retailers, as online businesses offer more goods at lower prices than brick-and-mortar, and everyone's wallets are a little harder to open than ever.
'Did You Get My Text?' Zendesk Helps You Say 'Yes'
You can't argue with the numbers: A recent Harris Poll shows that some 77 percent of consumers (between the ages of 18 and 34) with texting capabilities are likely to have a "positive perception" of a company that offers text capability. Further, Forrester noted that the "pervasiveness and familiarity of text messaging make it an ideal channel to win, serve, and retain customers who require assistance from a contact center agent." That's a pretty good case for adding texting capabilities for your customers.
Large Telemedicine Provider Builds out Its Contact Center Network in the Cloud
The idea of using video conferencing to bring remote patients and healthcare providers together is a compelling one: While most medical care still needs to be rendered in person, a significant portion of it can be virtual.
Speech Analytics Market Primed for Growth
Also not surprising due to the ubiquity of cloud-based endeavors, the study goes on to note that the latest trends in speech analytics include cloud-based speech analytics solutions along with real-time speech analytics solutions.
Verint, EMC Announce Interoperability Pact
Both companies acknowledged that with Verint's expertise in helping organizations capture, analyze and act on customer and business intelligence, it became a natural next step to advance its WFO certification and interoperability with EMC ECS.
Texting: The Next Big Step in Workforce Optimization
Every company wants to maximize the potential of its workforce, as it all comes down to simple dollars and sense; more productive workers equal higher profits. This is especially true in contact centers, where more calls answered successfully can translate into higher customer satisfaction and retention.
Workforce Optimization, Social Media Combine for Customer Satisfaction
Further, in an added option the monitor can immediately assure the customer that the next time they entered the store, they would have a more satisfactory experience. Perhaps offering an incentive, like a 30 percent off coupon, might help them get what they are looking for at a fantastic discount. The customer is then advised to keep the store in the loop on any future experiences.
Apps Like Facebook Messenger are Changing the Contact Center Game Again
The fact that the contact center industry has been irrevocably changed since the dawn of digital communications is well-tread territory at this point.
Virtual Observer Steps in to Make Omnichannel Manageable
Coordinated Systems' Virtual Observer Workforce Optimization solution helps make contact center agents be more effective.
Zendesk Raises the Bar in Prediction Analytics
What if predictive technology was so effective that it could tell you when a customer was about to jump ship and leave your business for good? That's what Zendesk's new Satisfaction Prediction is setting out to do.
Verint's WFM Receives Top Scores in Customer Satisfaction Ratings
Verint, a provider of WFM solutions, recently earned perfect scores for customer satisfaction ratings in long-term planning capabilities and budgeting/cost management capabilities
Omnichannel Customer Engagement Requires Omnichannel Workforces
Wherever the customers are, companies that wish to engage with them must also be there, according to Jason Wallis, chief technology officer of Mozu in a recent article for Retail Info Systems News.
Social Media Monitoring Highlights How Departmental Collaboration Optimizes Employee Activity
One element of workforce optimization that is sometimes overlooked is departmental coordination. This can have negative consequences for effective use of a company's workforce.
Zendesk Apps Help CS Agents Work Better, Smarter
Zendesk gives companies the ability to provide customer support that allows for all of the bells and whistles that matter to customers today, including self-service and the multi-channel approach.
Coordinated Systems, Zendesk in New WFO Solution Pact
In these days of companies trying to do increasingly more with less, a joint venture just announced will go a long way toward solving some pressing issues. Coordinated Systems, Inc. (CSI) has announced a strategic integration for its Virtual Observer Workforce Optimization with Zendesk, a cloud-based, customer service software company.
Keep Your Contact Center Up to Date, Save Money with WFO
Many contact centers today now leverage a standard set of advanced technologies, usually as one workforce optimization (WFO) suite.
Pathfinder App Illustrates the Customer Journey for Better Service
Zendesk's annual Zendevian Cup was the reason the Pathfinder app, a solution to better understand the customer journey, was born.
What's Happening This Year in Workforce Optimization
A recent report gives us a look at what may be coming up in workforce management, so that it's a little easier to prepare for the changes.
Clarity Connect Now Seamlessly Supports Facebook Messenger
The simple fact that more customers prefer social channels for connecting with brands today means call centers would be remiss if they didn't support popular social networks-Facebook and Twitter, primarily-in a seamless way.
Customer Service Battleground Redefined for the Digital Age
Major advancements in technology, coupled with the maturing of technology, have changed the way people and companies interact.
Clarity Connect Adds Facebook Messenger Support
The notion that messenger tools might become one of the big new vectors of communication in business isn't exactly new, but it's starting to show up in general market moves.
HCL Infosystems to Bring Avaya's Complete Portfolio to India
In many cases, the sheer innovation of a single company is enough to achieve change in the world of technology.
Understanding, and Promoting, the Benefits of UC
While unified communications adoption has made strides over the years, many companies are still holding back from investments on this front due to its perceived lack of definitive business value and/or because other projects had higher priority.
Verint Acquires Contact Solutions to Enhance its Efforts
With the recently announced acquisition of Contact Solutions, Verint says it is furthering its mission of being the world's leading Actionable Intelligence platform that enables companies to provide "crucial insights that empower decision makers to anticipate, respond and take action."
Oi Telecom, BRTCC Benefit from NICE Workforce Management
The recent adoption of NICE consulting services has heightened Oi's aspirations and, NICE now reports, has allowed the telecom to achieve its goals.
Verint Workforce Optimization Updates Focus On Visibility, Employee Performance
Verint Systems recently introduced "substantial enhancements" to its Verint Workforce Optimization software. These enhancements are designed to help contact center, back office and branch operations better manage the performance of both employees and operations.
Skype for Business Streamlines Conferencing Approaches
When German food company Dr. Oetker wanted to streamline its collaboration strategy, it was looking for a holistic solution. It found one in Skype.
How to Succeed in the Contact Center
A new report shows basic dos and don'ts when it comes to running a contact center successfully.
Workforce Optimization with CSI: Strong, and Getting Stronger
"Workforce Optimization" is something that generally everyone in the business world agrees is a good thing. How to go about implementing it successfully, however, is something else altogether. That's why it takes a company like Coordinated Systems Inc., and its Virtual Observer call recording and workforce optimization solution, to help make the job easier.
Verint Steps Up Customer Engagement Optimization with Telligent
Engaged customers are vital to the continued operation of any business, and with good reason. Engaged customers are the ones who come back most often, who make more purchases, and who tell friends and family about a business.
Coordinated Systems Integrates Virtual Observer with Clarity Connect, Skype for Business
It's been interesting to see which companies have stepped forward to integrate their solution for Microsoft's Skype for Business since the communications platform's subtle rebranding last year.
Work Harder to Keep Your Contact Center Agents: It's Getting More Difficult to Replace Them
The conventional wisdom for trying to keep agent attrition down in the contact center generally comes down to cost. It's actually more than that.
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Date: Thursday, August 9, 2012
Time: 14:00
Location: Online
The tenth activity-based webinar session entitled Tour Mode-Intermediate Stop Location-Trip Mode is the seventh in a series of technically-oriented webinars which will cover fundamental aspects of activity-based modeling systems. Consistent representation of activities and travel in a tour-based decision-making context is a fundamental trait of activity-based models. The choices of a primary destination and mode for a tour condition the destination and mode choices for individual trips on the tour. Less obvious are the ways in which intermediate stops are inserted into a tour. Representation of joint travel between household members requires additional considerations. This webinar describes various approaches to modeling tour and trip modes as well as intermediate stops on tours, and their design and policy implications.
Joel Freedman, Parsons Brinckerhoff
John Gliebe, Resource Systems Group


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TAKE ACTION NOW! Frances Fitzgerald, Irish Minister for Justice and Equality: A Full Gardaí Investigation Into the Mass Grave
- 954 days ago - secure.avaaz.org
Join the call for an judicial investigation into the circumstances surrounding the deaths of 796 children whose bodies lie in a mass grave in Tuam, Co Galway. understand The children died while they were in the custody of the Bon Secours Sisters between a
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Launches & Closures
Adaeratus vehicle launches on Geomatrix
|Christopher Aiello
The fund launched at the beginning of October and is looking to grow to a capacity of $750 million to $1 billion. It invests in Asia-focused stocks, equity futures and options, ETFs, fixed income, gold, commodities, US treasuries and Asian currencies.
Aiello, who is of Italian ancestry, says he adopted the Latin name for the fund, which means "to value monetary assets", to reflect his experience that


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Check in from 15h / Check out prior to 11h
Quality Inn Wickliffe: Find photos, reviews, information, amenities and compare prices for 3 stars hotels in Wickliffe, United States.
Quality Inn Wickliffe is situated in Wickliffe and features an indoor pool. It has a fitness centre, as well as meeting rooms, internet and a laundry service.
Hotel description
The hotel's rooms are comfortable and provide a kitchenette that is equipped with a refrigerator and a microwave. They each have tea and coffee making facilities, a fax machine and ironing facilities.
Guests can wake up to breakfast each morning at Quality Inn.
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Pet Friendly, Air Conditioned, Non-Smoking Rooms, Refrigerator, Cable / Satellite TV, Coffee / Tea Maker, Microwave, Hair Dryer, TV
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This movie basically is explained by its title. A lot of funny things happen in Linden 6 and this video shows just how much fun we have.
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What Happens in this Room Stays in this room AKA What Happens Here Stays Here
What's the Worst that Could Happen?
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Listen to free music played by BrasilPlural
Blip.fm is internet radio made social. It's easy to search for, play, and discover free music recommended by real people. Join today to create your own free station and start listening to @BrasilPlural.
BrasilPlural great list! have a good day! @kobiswim: "Crosby, Stills, Nash & Young – Prison Song #birthday for Graham Nash, Happy 71" (reblip)
Feb 3, 2013 at 2:46 am via YouTube | AMAZON | ITUNES


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Tips to improve coding, billing accuracy
By Deborah Gesensway
- Do your own coding. "Creative coding" most often occurs when office staff have to reconstruct the visit from a stack of charts in order to bill for it, according to Maryann Szostak-Ricardo, president of The Ricardo Group Inc., a national practice consulting firm based in Manhattan Beach, Calif. An easy solution is for physicians to use a superbill or fee slip that already lists the physician's most frequently used CPT and ICD-9 (diagnostic) codes.
- Keep up-to-date. Buy new CPT and ICD-9 books every year. Send your coding staff to educational programs. (See "HCFA changes rules for outpatient coding," p. 4). Read the information that comes from the carriers and make sure office staff incorporate changes into computer programs and superbills.
- Consider electronic medical records. Computer software that can help pick codes that match the documentation in the medical record is starting to become available. Although most is still too expensive for a small practice to buy on its own, Ms. Szostak-Ricardo said IPAs and MSOs (management services organizations) are now purchasing these programs for their physicians.
- Spot-check bills and denials. "Somebody has to double-check the office manager," Ms. Szostak-Ricardo said. "The ultimate responsibility is the physician's."
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Thursday, July 8, 2010
Hurray for Bike Parking!
This past Friday being the night of the First Friday Art Walk, downtown Flagstaff was a hustle and bustle with activity and not many parking spaces were to be had. As you and I already know though, parking spaces aren't much of a worry when you ride a bike.
and Bob was able to find a place to lock up just a few steps from the bar, even with all the other bikes on the sidewalk . . .
and this one hanging out on a fence.
After leaving Pay n' Take, we tooled around downtown for a while and took in some street music and general urban ambiance.
Brix and enjoy a wine and cheese plate. We've been to Brix a couple of times, including for our anniverary this past April. The food is great, the service impecible and the interior of the restaurant is stylish and charming at the same time. Unhappily, once again I have failed to capture this on camera due to the excitement created when the cheese arrived at the table. I didn't even think about even taking a picture of the cheese plate until after I had already destroyed the artistic presentation. Damn! It really was delicious, too. I'll try to do better next time in the photog department but remember, this is a bike blog, not a foodie blog. So in keeping with bikes and the overall parking theme of this post, I did take pics of the exterior bike parking area!
Very nice. A bike rack in a well lit area, close to entrance rather than hidden in the shadows. One could probably fit more bikes at the bike rack than one could cars in the parking lot. Thank you Brix! How nice it is to be able to enjoy a date with my husband without it being marred by the unpleasantness of the lack of parking spaces or an ugly altercation over who saw said parking space first. Parking is never a crisis on a bike.
15 comments:
- Bliss Chick said...
I love all of the creatively parked bikes! We see a lot of that here, too!
- July 9, 2010 at 5:36 AM
- Laura PARING DOWN said...
I love the bike parking. As I become more and more interested in riding around town, I realize how little thought there is here in planning for cyclists.
:( Laura
- July 9, 2010 at 9:15 AM
- Traci said...
I totally agree - not worrying about parking is soooo nice :) My husband and I were just saying recently how much better it is to ride our bikes into the area that we most frequently go to dinner. It's an area without much parking in general, and if you do find a spot, it's often not very close to where you're going. So much simpler to just ride right up to the restaurant and lock up! With that being said though, I wish this particular area would make more effort to provide actual bike racks. We can usually find a small tree, a signpost or railing, etc., but racks would be even better :)
- July 9, 2010 at 10:13 AM
- Sinbad and I on the Loose said...
The bike parked on top of the fence is very imaginative yet easy to steal. Just snip that one piece of chain link and she's gone. Hopefully the owner will read this and wrap his cable around the top tube of the fence next time. And get a bigger cable too. I say this for I am always cruising the bike section of Craigslist in the San Francisco area here, and the number of "my bike was stolen" posts are appalling. You just cannot be too careful these days.
- July 10, 2010 at 9:10 AM
- She Rides a Bike said...
Traci - parking is a favorite subject of mine since people love to complain about it but, like the weather, never do anything about it - other than reject the best solutions. I am a big fan of lack of parking since it is a sign of a vibrant downtown. A downtown with a lot of parking is a downtown without business. Even in a car, I've never let having to walk a few blocks prevent me from shopping or doing whatever else I needed to do if I was serious about getting to where I needed to go. I lived for years in an old neighborhood close to a busy shopping district and often found cars parked on the publically owned street in front of my house. The price you pay for living in a charming old neighborhood with a Starbucks or a Wick's Pizza around the corner is that you often can't park right in front of your house between 5 - 10 p.m. on a weekend. Quel dommage. I also sold said house in a week at a profit. Anyway, I spend much more time downtown when I go by bike and find myself making more spontaneous visits to places I never intended to go all because stopping and locking the bike is more convenient than searching out a parking spot. Plus being on a bike downtown is so much more romantic than being in a car.
- July 10, 2010 at 10:59 AM
- She Rides a Bike said...
Sinbad and I:
I lock my bike up each and everytime as well. Learned that when I was at UGA in the 80's. Bike theft was rampent and very out in the open. I biked to the art department most of the time and kept my bike locked up in my studio space. It was a sexy Giant Iguana, bright yellow with mat black hardware. I was sure anyone would want to take it.
- July 10, 2010 at 11:02 AM
- Traci said...
I hear you about living in a nice old neighborhood and having people park on your street! We specifically avoided one area due to that since it's very much a nightlife area with bars, etc. Now our issue is during the day since we live very close to a university and a high school, with students at each parking on our street. I can understand the college students since they have to pay for parking otherwise, but the ridiculous thing is that it's a PRIVATE, very expensive university - go figure :) Luckily during the day isn't quite as bad, but we've had a lot of problems with students blocking our driveway before we leave and one even hit a neighbor's car once.
- July 10, 2010 at 2:54 PM
- She Rides a Bike said...
Traci - check with the public works department of your city and see if you are allowed to paint the curb around your driveway apron to better designate "no parking". This does help. Also call your City Councilmember and see if he or she can ask the police or parking enforcement to ticket your area. Enforcement parking violations is the best deterant. If your neighbors are also experiencing similar problems they should also call, as well as your neighborhood org if you have one. I was a legislative aide in Louisville and calling the Council or Alderman's office can make a difference.
- July 11, 2010 at 1:04 PM
- Loving the Bike said...
Yeah, the parking Gods are pretty much always with you when on a bike aren't they? Thanks for sharing your date and love for the bike.
- July 11, 2010 at 9:13 PM
- Omen shara said...
- This comment has been removed by the author.
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Summerstorm Entertainment is a production company committed to developing and producing English and German language pictures that strike a chord with audiences worldwide. Summerstorm Entertainment was founded in 2009 by Marco Kreuzpainter, the director and screenwriter of SUMMER STORM, KRABAT and TRADE.
Since 2011, Summerstorm Entertainment alongside Egoli Tossell Film, has been a subsidiary of the multi-faceted media company Film House Germany. In 2011, Gabriela Bacher, former Fox International Productions exec and principal of Studio Babelsberg, joined Summerstorm.
Summerstorm Entertainment's film slate includes: Bernard Rose's contemporary Los Angeles based adaptation of Mary Shelley's FRANKENSTEIN starring Xavier Samuel,
Carrie-Anne Moss and Danny Huston; Marco Kreuzpaintner's COMING IN; and Bernard Rose's DEVIL'S VIOLINIST starring violin virtuoso David Garrett and Jared Harris.


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2 posts tagged with information by nitsuj.
Displaying 1 through 2 of 2.
Usefull advice organization!
What are some interesting and creative ways of compiling various bits of advice, information, quotes, etc. into something that can be easily recalled later? [more inside]
Too many answers?
When I have a question, I ask it. Simple enough, right? Are there any psychological/educational repercussions to having endless access to information? Are we becoming less intelligent because we are not seeking answers for ourselves, and instead relying on the vast database of knowledge on the Internet to answer questions that could be better answered via actual physical reasoning? It seems that I remember there being a "term" for this phenomenon - if it actually exists. Any help? [more inside]
Page: 1


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As e-commerce becomes truly global, we are beginning to see greater diversity in what people are buying, when they are making their purchases, and how they are completing their transactions. With the British Retail Consortium's Payments Survey revealing strong growth in the alternative payments sector, are these newer payment methods the future of e-commerce?
There is an incredible variety of alternative payments available, from direct debits and bank transfers to mobile payments and e-wallets, with a range of digital currencies also in the mix. Offering convenience to shoppers, alternative payments often make the most of technological advances, and some, such as PayPal, are well-established names across the world.
"We're entering an exciting time for retail as technology continues to have a major impact on everything we do - this is just as true for methods of payment as it is for how products are sold." - Helen Dickinson, BRC Director General
Worldpay's 2014 guide to global payments states that by 2017, 59% of all global transactions will be made with alternative payment methods, demonstrating the sheer potential of the sector - and there's a fantastic diversity between and within regions.
For instance, emerging e-commerce markets, such as Asia-Pacific and Africa, are embracing alternative payments, combining rapid growth with the latest leaps in technology. But even within established e-commerce markets like Europe, it is important to consider individual markets and their preferences. Shoppers in the Netherlands and Poland mostly use bank transfers, while e-wallets are taking great strides in Italy, and Russia. Even in Germany, a very mature market, only about 20% of transactions are carried out by card.
Alternative payments really are part of the future of e-commerce - is your online business catering for local preferences?


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All 86 New iOS Emoji, Ranked by Lesbianism
83. Glass of Milk. Wayyyyyy too many lactose intolerant lesbians for this one. Maybe if it was "Glass of Soy Milk" or "Glass of Almond Milk" it'd be higher.
83. Glass of Milk. Wayyyyyy too many lactose intolerant lesbians for this one. Maybe if it was "Glass of Soy Milk" or "Glass of Almond Milk" it'd be higher.
Here's a review of Peach; in short, I'm enamored with its magic word capability and think you should try it and screw it if people say it's already dead.
If I can do a craft, trust me, you can do a craft.
You know when you were bored in middle school math and you just pressed +1 on a calculator for half an hour? Have I got a game for you!
Apps to predict when Flo visits, the painters paint the house red, when it suddenly turns to chocolate season, etc. LET'S TALK ABOUT PERIODS, Y'ALL!
"I don't totally have this figured out yet but I bet it's going to be really great and not weird at all."
"To me, it's always read as "stabbing myself in the eyes with shards of glass," which come to think of it is a pretty useful emoji."
I strive for a life in which these emojis are the only ones I ever need.
Lick This App is a mobile oral sex teaching app that will get you uncomfortably close to your phone.
"After flying 2,678 miles and over the Pacific Ocean, I realized that I was gonna have to rebuild my collection. But this time, it would be digital (and therefore move-proof)."
And other similar two/multi-player type situations, because being on different continents shouldn't get in the way of Boggle. (Bonus! Featuring the worst drawing of Brooklyn ever, courtesy of yours truly.)
But for all of my many apps, there is one category that was tragically absent. And that category was gay-themed games. That is, until now.
Sarah Prager created Quist to make navigating our past a little bit easier.
Exercise is hard and boring, but these are some apps that make it a little more reasonable.
Because I'm perpetually spending my last dollar and I want to know exactly where it goes.
Raise your virtual hands if you've got an iPhone.
Meet Esther Zinn, the creator of the iPhone app that lets you find clubs, bars, events and even news for queer ladies anywhere you go.
On Election Day, I need to know ALL THE THINGS, and I need to know them RIGHT NOW. But no fear, because of course, there's an app for that. Several, actually!
Because like half of these new features will be useful for the next A-Camp.
Laura's Team Pick: The sun is up, the sky is blue, it's beautiful and so are you.


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Ladies Glemsford Fleece Gilet
Product description
This Musto Polartec® fleece gilet is ideal for layering under a weatherproof jacket or keeping off the chill on cooler days. It is lightweight, breathable and warm and gives you full freedom of movement in your arms. It is designed with a scooped back hem to help keep your lower back warm and a high collar, drawcord hem and bound armholes to give a snug fit to keep out the breeze. It also has zipped pockets to keep your valuables secure.
Materials & Dimensions


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Finally You Can Watch Hundreds of TV Channels & Classic Movies On Your PC FOR FREE!
Here's good news!
Because you can now Watch TV on your Personal Computer - absolutely FREE and...
In a few minutes from now, you can be watching hundreds of channels worldwide. Watch Sports, Movies, Cartoons, Comedy Shows, News, Music & Documentaries straight from your PC screen.
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NO Gimmicks, Additional Hardware or PC Cards, Complicated Downloads, Spyware or Malware, Waiting For Activation of Service nor illegal connection!
This can save you a lot of money.
The average household pays £££'s per year for Cable or Satellite TV services.
But why pay for them when you can watch thousands of TV programs and Movies on your computer for free?
This incredible software has made this possible. And all you need is a computer or laptop with an internet connection.
System requirement:
1. PC or Laptop with any Windows Operating System with at least 10 Megabytes free disk Space
2. Internet connection (cable, adsl, dsl, wireless) Dial up will do but broadband connection is recommended with this system. The faster your connection the better the audio and video quality.
you can be watching 2 minutes from now
Additionally, you'll be able to tune in to hundreds of Radio Stations from all over the world!
Program works on Windows-based Operating System Only.
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A. No. It would take you only a couple minutes to set it up and you will be able to watch TV on your PC immediately. Just a couple of clicks
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#BenFolds56Music - help pick the Ultimate Ben Folds Playlist
This Sunday we have none other than Ben Folds taking control of Now Playing via Twitter - and he needs your help to pick the music.
There was a collective cheer when Ben Folds Five announced that were regrouping to make their first album together in 12 years. The result is The Sounds Of The Life Of The Mind which has been released this week and if you haven't heard it in full yet, you will have certainly seen the amazing video for Do it Anyway featuring the Fraggles.
So Between 6-8pm on Sunday night on BBC Radio 6 Music, Ben Folds will be on Twitter controlling the station for two hours. He's going to pick a few tracks which he loves to get the ball rolling but after that he wants your suggestions of what to play. You'll be able to interact with him in real time on the night about what music he should play using #BenFolds56Music.
It could be:
* Your favourite Ben Folds or Ben Folds Five tracks
* People he's collaborated from Regina Spektor to Ben Kweller or even William Shatner!
* The music he listened to when growing up – Elton John, Billy Joel etc
* Artists he's covered like The Cure, Snoop Dogg or The Divine Comedy
*Other piano maestros
It's up to you (and Ben) so let him know what you think he'll like by leaving a comment on this blog or our Facebook page, drop us e-mail us, add a track to our collaborative Spotify playlist or Tweet using #BenFolds56Music.
If you a Ben Folds Five fan make sure you're listen to 6 Music at 6pm UK time on Sunday!


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Media Release - 31 October 2016 - Port Otago names new Chief Executive »
Port Otago is a full service Port offering a comprehensive range of services for both shipping lines and cargo owners including warehousing at quayside. From pilot station to berth, Port Otago can handle all your requirements seamlessly. Read more about the range of services we offer.


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Use the tools below to refine your search by only displaying reviews with a certain number of star ratings or to only show reviews from a certain time period. Eg click on '1 star' to just display the reviews we have which received a 1 star rating click or 'Within the last month' to display just reviews posted over the last month.
Written on: 21/03/2007 by betsyannabelle (1 review written)
The pictures are great in The Cook's Thesaurus www.foodsubs.com, a great picture is better than 2000
word… Read Full Review
As rated by our community of reviewers
" I keep VegWeb site bookmarked. I have a ton of the recipes copied ... " Read More
Written by Marcia5
" Tasteless " Read More
" Right in the middle of the canal, the bar at Bertos is a wonder wit... " Read More
Written by SuzySue2014
" Great Steak grilling app! " Read More
" Restaurant Quality Vegetarian Quorn Curry " Read More
Written by abstractbubo


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Moni village
Flores is so big, we've split it up into areas, select one of the below for detailed accommodation and food listings in that area. Sights and general overviews for Flores as a whole can be found via the icons above. Don't know where to start? Read an overview of Flores's different areas.Go back to Flores main page »
With just two rooms, this gets our vote for the cutest place in town, with two yellow-roofed adjoining rooms overlooking an equally small restaurant.
By Stuart McDonald
Last updated on 6th May, 2013.


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Pasadena, CA - CDF National Education Conference
Gluten-Free Community Calendar
Event created by admin
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Pasadena, CA. For more information visit: http://www.celiac.org
Maya Blackburn
Development Coordinator
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Journalists love thinking that they can save lives. What could be more purifying, more self-affirming, after days spent wading in muck and sensation, than the feeling that, like doctors, you too can stave off death?
When a skeletal, dying African baby appears on the front page, we are being told to look, to not ignore the horror. But a more subliminal message is also sent: What a morally responsible newspaper we are, doing our job, fulfilling our traditional role of shedding light into the darkest corners.
During the recent crisis in Niger — a famine caused by a locust plague and compounded by a particularly harsh drought — the press spared no time in patting itself on the back. If not for the media's attention, many journalists reported, the world would have been blind to this famine. The necessary aid that flowed in was a direct result of the images broadcast out. Otherwise, many more would have died.
And they're right. On May 19, when the UN asked for $16.2 million to help stop the coming crisis, there was, as Jan Englund, the UN emergency relief coordinator put it, "near-deafening silence." Until the camera crews started arriving in Niger in late July, Englund had managed to scrap together just $3.6 million (and, typically, mostly from Scandinavian countries). Only once those dying children made the front page did the money came pouring in: $73.1 million committed to date.
But there is something perverse about the self-congratulation. Permit us a moment of apostasy: If the press arrived only after children began dying en masse, doesn't that mean that in some fundamental way it failed?
Let's take a step back.
Niger warned in November of last year that the massive locust invasion then ravaging the country was going to create serious problems come harvest time. No one reported on this.
Doctors Without Borders and Oxfam tried to bring attention to the growing problem in April, once it was clear something like a famine was going to take place. Once again, no coverage, and nothing happened.
And then, in May, the UN asked donors for that relatively measly $16.1 million. The press's response: not a peep.
When the media finally arrived at the story, it was in the most bumbling way, almost as a fluke. In early July, Kevin Bakhurst, editor of the BBC's "Ten O'Clock News," was sifting through photos to accompany a segment on the Live 8 concerts, the glitzy benefit shows meant to bring attention to issues in Africa. One photo, of sickly children, disturbed him in particular. Its caption said, simply, "feeding centre, Niger."
He asked Hilary Andersson, the BBC's Africa correspondent to check it out. When she arrived in Maradi, in southern Niger, she was the only journalist for hundreds of miles. She found starvation conditions much worse, she said, then those she had previously seen in Malawi in 2002 or even Darfur last year.
As soon as the images were broadcast on the BBC in mid-July, money began flowing in. But not just that. Editors everywhere were booking flights for their reporters to Niger. As Andersson wrote on the BBC website, "We will never know exactly what part we played in all of this but we were the only television crew there. By the time our team left Maradi, our hotel was so full of journalists and aid workers that there were no rooms left at the inn."
What followed was so predictable it almost doesn't bear repeating. An intense focus on the feeding centers in southern Niger; a few personal stories of mothers who had lost their children; angry editorials; opinion pieces blaming the ineptitude of the aid system.
And then, last week — about two weeks after the story broke — it disappeared, just as suddenly as it had appeared.
To some extent, this was justified. The grain and vitamin-rich snacks arrived and the media felt its job was done. But, as the New York Times reported, "as the ranks of the starving have increased, the price of addressing the problem has also risen, and OCHA [Office of Coordination of Humanitarian Affairs, at the UN] needs $81 million. By failing to respond to the May appeal, the world now needs $65 million more to fix it."
In addition, besides arriving late on the scene, journalists, by focusing almost randomly only on Niger, missed the fact that the famine was not so localized. The same deadly combination of locusts and drought was causing hunger all over the Sahel: in Mali, Mauritania, Burkino Faso.
The Times was one of the very few papers to capture this reality, in a small article that appeared on August 12, headlined, "Niger is in the Headlines, but Other African Lands Suffer, Too." It quoted Ashley Tsongas, an advisor for Oxfam, who pointed out that the focus on Niger was "arbitrary, which is disturbing … It's largely up to which [country] the media eye is going to fall on this year, and it shouldn't be that chancy."
The Times article noted, "It's relatively easy to get permission to enter [Niger], unlike Sudan and Zimbabwe. It is at peace, and thus its emergency is not one induced by war, civil unrest or political machination. Its latest woes are still new." Tsongas also told the paper, "[Niger] hasn't been around for the last two years in the same way as, say, Ethiopia, where there's definitely a feeling among donors of, 'Oh, Ethiopia again.'"
The Independent's Kim Sengupta also offered a wider angle in his pieces from the region, such as an article headlined, "Niger's Agony Spreads Across the Arid Sahel," in which he gave some sense of the numbers involved. Although 2.5 million people were in critical need in Niger, 2.2 million people were also affected by the crisis in Mali, and half a million Mauritania.
But these were exceptions. Mostly the story was treated simply as the suffering of the Nigerian children.
And with the exception of a few skimpy analysis pieces, no one stopped to explore the bigger and deeper sources of the crisis. To name a few of the most obvious: the reliance on subsistence farming all over the continent; the spread of barren desert across the Sahel; misbegotten Nigerian economic policies that exacerbated an already bad situation (on this issue, a notable exception, also from the Brits, was a Guardian story headlined, "Plenty of Food — Yet the Poor Are Starving: The Two Faces of Niger").
We fear that more solid journalism examining these problems will have to wait until the next batch of starving babies hit the front page.
It might not even be too long.


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Address correspondence to Brent Hollenbeck, Department of Urology, University of Michigan, 1032B Michigan House, 2301 Commonwealth Blvd., SPC 2967, Ann Arbor, MI 48105–2967; e-mail: firstname.lastname@example.com. John M. Hollingsworth, M.D., M.S., V.A. Scholar, is with the RWJ Clinical Scholars Program, The University of Michigan, Ann Arbor, MI. Zaojun Ye, M.S., Biostatistician, and Seth A. Strope, M.D., M.P.H., Clinical Lecturer, are with the Department of Urology, The University of Michigan, Ann Arbor, MI. Sarah L. Krein, Ph.D., R.N., Research Assistant Professor, is with the Department of Internal Medicine, Ann Arbor, MI. Ann T. Hollenbeck, J.D., is partner with the Honigman Miller Schwartz and Cohn LLP, Detroit, MI.
Urologist Ownership of Ambulatory Surgery Centers and Urinary Stone Surgery Use
Version of Record online: 31 MAR 2009
DOI: 10.1111/j.1475-6773.2009.00966.x
© Health Research and Educational Trust
Health Services Research
Volume 44, Issue 4, pages 1370–1384, August 2009
Additional Information
How to Cite
Hollingsworth, J. M., Ye, Z., Strope, S. A., Krein, S. L., Hollenbeck, A. T. and Hollenbeck, B. K. (2009), Urologist Ownership of Ambulatory Surgery Centers and Urinary Stone Surgery Use. Health Services Research, 44: 1370–1384. doi: 10.1111/j.1475-6773.2009.00966.x
Publication History
- Issue online: 10 JUL 2009
- Version of Record online: 31 MAR 2009
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I and my entire company and family want to commend Peter Bart for his Nov. 6 column, "Memo to: The mavens of the multinationals."This sums up the entire problem with our once beloved film industry. Are the studios listening? How dare studio execs like Brian Mulligan, with his smug comments, be in the film industry at all. He should be fired for what he said. His complete indifference to the pending strike and to the people who are terrified (of the effects of a strike) is disgusting! This is exactly what is wrong with our industry: corporate star-struck bean-counters like him. I am from a film industry family. We used to help each other in this industry; now look at the state of the industry: it's a mess. Too many unqualified, ego-driven business degrees! And to the greedy actors like John Travolta (who is only one of them), shame on you. How much money do you need? Because of your demands for money, the poor grips and cameramen are losing their jobs and their homes. How much money do you need? Wake up! We're tired of being beaten down for a couple dollars an hour so you can make your $20 million. Hopefully the studios will wake up before it's all gone to Canada.
Letter to the Editor: Darin Millett
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