The E-book, written by G.V. Amareswara Rao, remembers the page the user was reading before logging off the site and provides a link to return to the story once the user logs back on.
HamaraShehar.com is one of several Web sites that has beefed up its E-book initiatives in recent months, but analysts say there isn't much consumer value in them unless they're marketing globally renowned authors such as King. "The Stephen King E-novel is the mack daddy of all E-books," says Robert Labatt research director at Gartner Group. "Although G.V. Amareswara Rao may have a huge following among the Hindi community, I don't think it's a popular brand name to the masses, and, as a result, it will have limited reach." Major publishers will continue to play a huge role in novels published online, he says. Still, he believes HamarShehar.com's idea of publishing an interactive novel online is interesting and will drive additional traffic to the company's Web site. "Beautiful Enemy" is available now and will run for 20 weeks with a new chapter published weekly. After 20 weeks, users can request a free copy of the completed novel. The company plans to publish additional novels online.
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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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