The panel focused on the impact of last year's decision in the DeCSS trial, in which a judge ordered that the editors of hacker magazine 2600 could not link to DeCSS, a code that's used to break the encryption on DVDs. Journalists are worried that the decision will impair their ability to report the news and will restrict a fundamental feature of the Web.
"Hyperlinks are the engine of the Web, allowing rapid connections to be made between people and information," reads a friend-of-the-court brief filed in the case on behalf of several news organizations. "Without hyperlinks, the Web's extraordinary ability to facilitate the rapid, global dissemination of information would be severely impaired." But the legal issues surrounding linking go beyond the DeCSS case. Businesses may find themselves being sued because of where they've directed visitors. "One of these days, there is going to be a case where one person sues another because they don't want them linking to them," said panel member Carl Kaplan, a lawyer and Cyber Law columnist for The New York Times. Other risks faced by Web-site owners include copyright infringement and libel suits. The DeCSS case is under appeal, and that decision, expected in the next few months, will answer many questions about the legal limits of linking.
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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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