Palm reported revenue of $401 million for its first quarter, which ended Sept. 1, up from $176.5 million a year ago. At least some of that rocket ride comes courtesy of m100 Pilot sales, according to Palm execs. Profit for the quarter was $17.3 million, or 3 cents a share, compared with a profit of $9.7 million, or 2 cents a share, a year ago.
Palm shipped about 1.5 million Pilots of all models during the
quarter, pegging cumulative shipments at more than 8.7 million,
according to the company. However, a supplier has reportedly said
it can't meet production goals for several components of Palm
VIIx, Palm's mainstay wireless product. Execs refused to identify
the components or the supplier. "It will be the end of the third quarter before we will be able to source [enough] components to meet demand," says Palm CFO Judy
Bruner. While the company's working with the supplier to overcome
the shortage, execs are considering other sources for the
components
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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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