In conjunction with the release of Project Tracker, OpenAir.com has also released a version of its hosted software that works with Wireless Access Protocol-enabled personal digital assistants and cell phones. In the past, users could employ PDA devices to record time and expense information and later transfer it to a computer that could access the OpenAir.com Web site. Now OpenAir.com customers will be able to directly transmit information via a WAP-enabled PDA.
PSA applications are generally used to help professional services companies or IT departments with contracted workers determine the amount of time their employees are allocating to individual projects and how their clients should be billed or their workers paid. "Customers prefer to be charged a fixed fee for the work we do," says Chris Sanders, VP of technology for Ventanex Ltd., an E-commerce application developer and OpenAir.com customer. "Customers are not real excited about being charged on a time-and-materials basis because they're basically giving the developer a blank check." By tracking how much time must be devoted to comparable projects, Sanders believes he's better able to offer his customers a fair price. Project Tracker is priced at $9.95 per month for each employee profile a customer creates. WAP-enabled compatibility will be available to OpenAir.com customers at no additional charge for the next month. After that time, users will be changed an as-yet-undetermined monthly fee to access OpenAir.com applications via WAP-enabled wireless devices.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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