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CIO Insider: Six Rules for Self-Service Success

October 27, 2005

CIO Insider - Your Guide to What's New on CIO.com

Self-Service: Six Simple Rules for Success
Self-service has helped organizations reduce labor costs,
increase revenue from orders of out-of-stock items or
boost the loyalty of customers who appreciate speedier
service. But one researcher estimates that 15 percent to
20 percent of all self-service kiosk projects ultimately
fail. Companies that have done well with self-service
succeed by following six simple rules. Learn from them, and
you can fix what ails your own self-service systems--or even
get them right the first time.
http://www.cio.com/go/index.html?ID=7647&PMID=37684773&s=3&f=1

Also in this issue of the Insider:
1. Instant Messaging: New Twist for Customer Service
2. Under Development: The Dawn of General Purpose Grid
3. Security Staffing: Where Do You Stand?
4. Higher Learning: The Hiring Dilemma for High Tech Companies
5. Sound Off: What Makes Collaboration Work?

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This section of the CIO Insider is sponsored by Akamai

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http://www.cio.com/go/index.html?ID=7846&PMID=37684773&s=3&f=1
-------------------------------------------------------

1. Instant Messaging: New Twist for Customer Service
Cox Communications implemented a system on its website that
uses an instant messaging-like interface to field customer
questions via an automated text chat. The system costs Cox
much less than having customer service reps answer questions.
http://www.cio.com/go/index.html?ID=7842&PMID=37684773&s=3&f=1

2. Under Development: The Dawn of General Purpose Grid
Now one of grid's biggest boosters is hoping to create a
truly general-purpose grid by turning networks of computers
into a single virtual machine.
http://www.cio.com/go/index.html?ID=7843&PMID=37684773&s=3&f=1

3. Security Staffing: Where Do You Stand?
Are you finding the security expertise you need? What methods
are you using to retain valuable employees? Take sister
publication CSO Magazine's survey and tell us what your
security staffing concerns are and which skills will be
needed most in the next few years.
http://www.cio.com/go/index.html?ID=7276&PMID=37684773&s=3&f=1

-------------------------SPONSOR-----------------------
This section of the CIO Insider is sponsored by Nortel Networks

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enterprise mobility.

Broadcast live to your desktop on Nov. 8, 2005. Register today!
http://www.cio.com/go/index.html?ID=7431&PMID=37684773&s=3&f=1
-------------------------------------------------------

4. Higher Learning: The Hiring Dilemma for High Tech Companies
Is a company better off developing and training specialized
workers in-house or hiring skilled workers from outside the
company? Find out what the experts at Wharton Business School
think.
http://www.cio.com/go/index.html?ID=7844&PMID=37684773&s=3&f=1

5. Sound Off: What Makes Collaboration Work?
CIO's Thomas Wailgum has been watching the news and advises against
taking a page from Rokr's book. Find out why, and sound off on your
own corporate collaboration experiences.
http://www.cio.com/go/index.html?ID=7807&PMID=37684773&s=3&f=1

STAY TUNED: The November 1 issue of CIO magazine will be
online next week. Come back then to find out if you're ready
for Web services. Also, how to avoid bumping heads with your
CEO. Go to:
http://www.cio.com/go/index.html?ID=390&PMID=37684773&s=3&f=1

Until then, thanks for reading the CIO Insider. Happy Halloween!

Sandy Kendall
Web Editor
CIO Magazine
skendall@cio.com

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posted by Victor Lloyd Smith @ 12:35 PM