According to the Department of Commerce's Web site, Microsoft signed up Friday, on the heels of an appeals court ruling that reversed a judge's order to break up the company. Microsoft agreed to secure the offline, online, and manual transport of personal data from European countries to the United States. Personal data that Microsoft handles includes data analysis, product registration, and support information.
Intel agreed to comply with the Safe Harbor agreement last month. Intel receives sales and marketing data from European countries. "Safe Harbor gives us a way we can communicate to customers our privacy commitment," says Jeff Nicol, Intel's manager of corporate privacy programs. "Its something that can support Intel's customers around the world." Another technology heavyweight, Hewlett-Packard, signed on to the Safe Harbor agreement earlier this year. But the response from U.S. companies hasn't been overwhelming. Only 71 companies are listed with the Commerce Department. To demonstrate compliance, U.S. companies must tell their customers and employees what personal data is collected, how it's used, and with whom it's shared. U.S. companies must also permit individuals to opt out of sharing personal information with third parties and give them access to their data to ensure that it's correct and updated. Registering with the Commerce Department and adhering to the data-protection pact is voluntary. For some companies, meeting the European standards will become a cost issue, says Jason Epstein, an E-business attorney with Tennessee law firm Baker, Donelson, Bearman & Caldwell. "U.S. companies will have to do more work and spend more money to ensure compliance," he says. Epstein expects greater participation by U.S. companies in the Safe Harbor agreement as they expand their operations overseas. "The European Union has a lot of leverage with 15 member states and is becoming more powerful," he says. "As the economy becomes more global, companies will have to respect each other's laws."
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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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