Archive for June, 2008
Smart Call #21 — 61 ways to say “yes”
June 26th, 2008This week’s episode of SmartCall is brought to you by HigherGround and hosted by Vigabyte virtual hosting.
This week’s feature interview is with Drake International’s Martin Conboy who popped by to talk contact centre agent English language skills.
Mr Conboy, as he likes to be called, has had to introduce English language training so that agents can [...]
A Series of Tubes #54 — AARNet’s astronomical bandwidth
June 26th, 2008On this week’s edition of A Series of Tubes AARNet’s Optical Operations division infrastructure specialist Ivan Phillips joins the show to discuss the networking technology in eVLBI (electronic Very Long Baseline Interferometer) telescope experiments.
For the uninitiated, AARNet stands for Australia’s Academic and Research Network.
In eVLBI, telescopes separated by long distances (in this case, [...]
Risky Business #67 — Firmware pwnage
June 23rd, 2008On this week’s Risky Business we’re taking a look at firmware root kits with John Heasman from the US arm of NGS Software. Some time ago, John figured out how to plonk a root kit on to a PCI device [pdf]. As you can imagine, those sorts of root kits can be very difficult to [...]
Smart Call # 20 — Everybody is measured on customer satisfaction
June 19th, 2008This week’s episode of SmartCall features an interview with Mark White, the Chief Operating Officer of internet service provider iiNet. We’ve asked Mark on the show because he, like everyone else at iiNet, is measured on customer satisfaction.
That’s right: everyone from the CEO to the contact center agents all get measured on customer satisfaction. Mark [...]
Risky Business #66 — Phone pwnage at Beijing olympics?
June 17th, 2008Hey hey, Risky Business is up, sponsored this week by the fine folks at Tenable Network Security. On this week’s show we speak to counter-surveillance guru Les Goldsmith from ESD Group Australia about extracting data from mobile phones. If you’re someone in a sensitive job, you might want to think twice about taking your phone [...]
A Series of Tubes #53 — Orcon CTO Thomas Salmen talks SIP cards at the exchange
June 12th, 2008Our guest on this week’s edition of A Series of Tubes is the CTO of New Zealand-based ISP Orcon.
Orcon is the first ISP in the land of the long white cloud to get access to the incumbent telco’s copper. That means they’ve put in their own DSLAMs, and now, SIP cards.
Instead of selling VoIP solutions [...]
Smart Call #19 — Why do customers churn?
June 12th, 2008This week’s episode of SmartCall considers a very important issue: why customers churn. Contact centres are often blamed for churn, with slow time to answer or quality of service cited as major turn-offs for customers.
But as we discover this week, there is more to churn that a contact centre’s performance. Professor Adrian Payne, the University [...]
Risky Business #65 — Bluetooth Bites
June 11th, 2008This week’s show is sponsored by Check Point Software and hosted by Vigabyte. In Risky Business 65 we take a look at all things wireless with Assurance.com.au’s Neal Wise.
The news of a gaping hole in Microsoft’s Bluetooth stack has given the topic some currency, so we brought Neal on the show to talk to [...]
Smart Call #18 — Do Not Call Register turns 1!
June 6th, 2008This weeks’s edition of Smart Call marks an important anniversary: the first birthday of Australia’s Do Not Call Register.
2.3 million Australians have signed up to be telemarketer-free, a figure that a year ago had our industry quaking in its boots. We analyse the register’s impact in this week’s news segment with Dr. Catriona Wallace from [...]
Risky Business #2^6 — Cisco rootkits and the return of Rux
June 2nd, 2008This week’s edition of Risky Business is brought to you by RSA Security and hosted by Vigabyte virtual hosting.
There’s no news segment in this week’s show — by the time you download this podcast, host Patrick Gray will be climbing a cliff somewhere in southern Thailand, thanks to the marvelous wonder known as “pre-recording” and [...]