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Risky Business #93 — 2008: The Year That WasDecember 22nd, 2008This week’s edition of Risky Business is a bit different — we take a look back over the big stories of 2008 and highlight the best work we saw over the last 12 months. You’ll laugh, you’ll cry… you’ll hurl. This is the final Risky Business for the year, with normal programming returning in February. The final edition of Risky Business for the year is brought to you by Tenable Network Security, makers of fine information security software. So in addition to this week’s 20-minute year-in-review special, this week’s podcast also includes an interview with Tenable’s CSO, Marcus Ranum, in the final sponsor segment for the year. This week Marcus and Patrick discuss the woeful state of Internet browser security. NOTE: There is talk in that segment of a Firefox 0day that could have amounted to nothing. Well, it did — turns out it was a null pointer dereference bug, which means it’s probably not exploitable… unless you’re Mark Dowd. A big merry Christmas and thank you to all listeners who helped make Risky Business a success in 2008! Smart Call #45 — Summer listening special: Phobic agents and 2009 predictionsDecember 18th, 2008In the last Smart Call for 2009, we have a special look back at 2008 and predictions for 2009, with Kevin Panozza, Genesys’ Jason Stirling and callcentres.net’s Dr. Catriona Wallace. But before we get there, we have one of the year’s most interesting stories, as UCMS’ General Manager for Human Resources, Wendy Bonici, explains how the company is working very successfully with home agents who have phobias that make it hard for them to work in conventional workplaces. Amazing staff loyalty is just one benefit of this impressive arrangement.
We also have two reminders for you. The first is to visit the Genesys website. to register for their contact centre transformation kit, so you can make sure your call centre is not getting in the way of the customer experience, as we explained in Episode 43 of Smart Call. Number two is the Citrix Online webinar on remote support. You can watch a video of the show by clicking here. Big thanks to our founding Sponsor NSC and Supporter Call Design. MERRY CHRISTMAS AND A HAPPY NEW YEAR TO ALL SMART CALL LISTENERS! Smart Call will resume on February 5th, 2009. Risky Business #92 — Gordon “Fyodor” LyonDecember 16th, 2008This week’s edition of Risky Business is brought to you by RSA Security and hosted, as always, by Vigabyte Virtual hosting. On this week’s show:
We’ve also got some information on this week’s show for Mac users who also use PGP for mail.app… if you’re having trouble since installing your 10.5.6 OS X update, it’s not just you! Smart Call #44 — Treating your customers like antsDecember 12th, 2008This week, we learn how studies of ant behaviour could transform your online customer service. The idea, as explained by RightNow’s Doug Warner, is that just as ants follow trails laid down by other ants to find food, you can find trails to useful information laid down by your customers. Once you know where those trails start and finish, you can show customers how to find the information they need, instead of hoping they find it themselves! We also have a sponsor interview this week, with Verint’s Craig Seebach who continues our look at ‘the ripple effect’ that we first covered back in Episode 41. On this week’s show:
We also have two reminders for you. The first is to visit the Genesys website. to register for their contact centre transformation kit, so you can make sure your call centre is not getting in the way of the customer experience, as we explained in last week’s show. Number two is the Citrix Online webinar on remote support. You can watch a video of the show by clicking here. Big thanks too, to founding Sponsor NSC and Supporter Call Design. Risky Business #91 — Mitigating the IE 0day, plus e-discovery with Adam DanielDecember 11th, 2008This week’s edition of Risky Business is brought to you by Check Point Software. In this week’s show we take a look at two burning issues: The Internet Explorer 0day that’s doing the rounds, and we also talk about e-discovery with Adam Daniel from Deloitte Forensic Data. Adam explains why e-discovery solutions are all the rage, how they work, and why they’re required. Check Point’s Steve MacDonald stops by for this week’s sponsor interview — a discussion around this disastrous, unpatched IE bug that’s very much being exploited in the wild. As always, ZDNet Australia’s editor Munir Kotadia pops in for a chat about this week’s news. Smart Call #43 — Exposing your queue to customersDecember 5th, 2008Can you imagine letting your customers know your current time-to-answer statistics before they call? Would you do it if time-to-answer was 20 minutes? Adelaide Internet Service Provider Internode has done just that. Click here and you’ll see the data the company offers its customers. Of course those statistics can also be seen by Internode’s prospects … and competitors. We also have a sponsor interview this week, with Daryl Addington, Manager of Product Marketing at Genesys who asks if your contact centre is getting in the way of the customer experience.
And don’t forget the webinar we recently conducted with sponsor Citrix Online. The webinar covered remote support and you can watch a video of the show by clicking here. Big thanks too, to founding Sponsor NSC and Supporter Call Design. Tubes #72 — Where Did Your Packets Go?December 5th, 2008This week’s edition of A Series of Tubes is brought to you by Nortel Networks. As YouTube found out in February, it’s all too easy for our traffic to become hostage to somebody else’s configuration. In fact, the Internet is built on what APNIC’s Geoff Houston says is an excessive amount of implicit trust. With that in mind, APNIC is looking to expand the number of network owners using resource certification to ensure that your routers only use trusted routes. In this week’s Tubes, Houston explains resource certification. In this week’s sponsor interview, Tubes talks to Nortel’s Neville James on 2008’s obsession with green IT. Risky Business #90 — Ruxcon wrap with guest Mark DowdDecember 4th, 2008This week’s edition of Risky Business is brought to you by Microsoft. On this week’s show we’ll wrap Ruxcon, Sydney’s technical security conference. It was held over the weekend, and there were some cracking presentations. Security researcher Mark Dowd joins us with his impressions of the conference presentations. We’ll also check in with Munir Kotadia with a look at the last week’s news headlines, and in this week’s sponsor interview Microsoft’s Julita Atalla joins us to discuss the company’s plans to release free antivirus software. Smart Call #42 — First Birthday Special: Is the government picking on customer service operations?November 27th, 2008Happy Birthday to us, happy Birthday to us! Smart Call has turned one! November 21st, 2007, was the date the first ever Smart Call hit the Net. We’re not sure whether or not to celebrate, however, given that last week saw another attack on customer service as Australia’s federal government singled out telecommunications companies as the subject of too many complaints. We report on the incident and offer response from Three Mobile and the ATA. We explain it all in the show, in which we promise you this link to some documents about the new program designed to get the telecoms industry performing better. Speaking of the ATA, we learn why it has changed its name to the ATA. This week’s sponsor interview is with Mark Mathieson, Chief Information Officer of Manchester Unity, who explains how our sponsors Higher Ground and Integ helped the company start to work with remote agents. On this week’s show:
And don’t forget the webinar we recently conducted with sponsor Citrix Online. The webinar covered remote support and you can watch a video of the show by clicking here. Big thanks too, to founding Sponsor NSC and Supporter Call Design. A Series of Tubes #71 — How Green are your Tubes?November 27th, 2008This week’s edition of A Series of Tubes is brought to you by Nortel Networks. Is the Internet greener? For as long as the Internet has been around, it’s been touted as the replacement for “dead trees” publishing - and more recently, as green concerns really take off, it’s also put forward as the replacement for carbon-wasting road- and air-travel. The problem is users. As Tubes found out talking to Ryerson University’s Dr Catherine Middleton, the ordinary user isn’t yet giving up travel in favour of videoconferencing. In this week’s sponsor interview, Tubes talks to Adam Kleemeyer about virtualisation, with the launch of Nortel’s new VSS 5000. |
