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The federal government's IT force is aging, and this year will see half of those employees retire, reports say. Additionally, the public sector has retained many of its legacy systems at the same time as private-sector industries have walked through fire and burned through considerable funds to upgrade their antiquated systems, integrate their data sources and build new audit trails...

Even when companies outsource some functions, they often keep control over far more than their core competencies. Unless outsourcing will deliver a cost savings with equal or better service quality, they keep it in-house ...

In the recent cases of customer data sales by bank employees, employers came face to face with their biggest security challenge: trusting their employees ...

In the economic clouds of recent years, marketers discovered a silver lining in multichannel marketing. Numerous reports and case studies showed that online marketing of big-ticket items such as automobiles improved offline purchases. Similarly, mail-order catalogs prodded many stay-at-home shoppers to shop online, their virtual carts jammed with clothing and home furnishings...

Phishing is one of the most significant threats to online consumers, and as the incidence of this type of fraud increases, so does the perpetrators' average take. Phishers who lucked out and lured several customers of a British bank into false communications recently made off with an average of 5,000 pounds sterling, or US$9,348, per phished account...

Phishing as a way of pilfering private consumer information has become a major security concern. What started as fraudulent e-mail requesting personal information has morphed into sophisticated phony eBay transactions and fake online bill-pay opportunities ...

The theory goes that each side of the brain controls a distinct mode of thinking: holistic and synthesizing on the right and logical and sequential on the left. Many people believe that they lean to one side or the other in their approach to learning and doing ...

ChoicePoint Inc., a seller of information about most households and their inhabitants, became an overnight household name last month ...

The demand for enterprise portals -- software that connects the applications at work inside a company -- will be strong for the next five years, according to "Two Technologies, One Direction: How CRM and Enterprise Portals Can Coexist," a recent report by IDC ...

Vendors of voice over Internet protocol (VoIP) services have made big promises to corporate America and consumers about the cost savings to come from VoIP. The possibilities of VoIP savings have stirred excitement even among jaded CFOs ...

Interactive marketing has come a long way. In 2005 it will appear more often not only on the big screen -- the computer screen, that is -- but on the little screen of the mobile phone as well. With a cell phone the constant companion to more than 170 million Americans, there's a lot of potential ...

Since the end of the U.S. presidential campaign, the issue of outsourcing has ceased to be daily fodder for television news outlets. But it remains an issue that many American corporations struggle with on a daily basis ...

Prior to Oracle's announcement of its PeopleSoft integration road map, there were rumors that it would shed J.D. Edwards & Co., a business purchased by PeopleSoft in 2003 ...

According to a study by Accenture, 55 percent of companies lack a single view of their customers. CRM may be able to solve that problem, but the study found an even bigger problem that traditional CRM doesn't touch: 68 percent of companies can't measure the return on investment of marketing campaigns ...

Identity theft is one of the fastest growing types of consumer fraud, and banks in particular fear that such crimes will hinder consumer online banking activity ...

Call center operator InfoCision Management Corp. is adding teleservices representatives. Over the coming months several hundred people will join the company's call centers in Ohio, West Virginia and Pennsylvania. The company also is working on plans for a new call center that will, if built, employ 100 to 200 additional staff by June. The majority of new hires will take call center rep roles, but InfoCision will pull in new managers, too...

Twelve months ago, CRM faced some resentment in many organizations, but as the year progressed it began proving its value ...

Just as many companies that adopted CRM applications years ago often failed to use the data they collected, call centers that tape inbound calls for regulatory compliance and quality assurance often lack the time and the staff to listen to the calls and learn from them ...

Canadian outsourcing vendors tend to attract sophisticated work and projects closely tied to American culture and the English language. As such, despite the stronger numbers of outsourcing firms and employees in offshore locations such as India and the Far East, Canada is holding its own against overseas competitors, especially in high-end project areas...

Many retailers already use automation in their supply chain and inventory management. Vendor-managed inventory (VMI), for example, has made its way into many retailers. It optimizes supply-chain performance by keeping the responsibility for restocking with the manufacturer, not the distributor. The manufacturer has access to the distributor's inventory data and is responsible for generating purchase orders...