The popular search engine has introduced nine new interface languages, among them Pig Latin, Elmer Fudd, and Hacker, the latter being a mixture of letters, numbers, and symbols. While visitors can't expect to get useful results by typing "Icrosoftmay" into the search engine, they can go to the Google preferences page and choose one of the nonsense languages as the basis of the Google interface. So the "Google Search" button becomes "Ooglegay Earchsay" or "Google Sewch, uh-hah-hah-hah," while "I'm Feeling Lucky" turns into "I'mway Eelingfay Uckylay" or "I'm Feewing Wucky."
A Google spokesman says the decision to add Pig Latin, Elmer Fudd, and Hacker to its interface language menu--which already featured "Bork, Bork, Bork!," the language of the Swedish chef on The Muppet Show--is part of an effort to personalize the Google user experience. "There are plenty of obsessive Google users who want to be entertained," he says. Besides, he says, "You can't hold us back from having some fun." Google expects the new interface language options to be greeted enthusiastically, given the warm reception that met "Bork, Bork, Bork!" when it was added a couple of months ago. Not only is it more popular than many real choices, but users are E-mailing the company with additional suggestions, including Minnesotan ("Ya, you betcha!"). The spokesman says that over time, Google hopes to increase the number of languages, currently 26, that can be used in searches. But whether Pig Latin searches will become a reality remains to be seen.
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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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