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The purpose of the meeting is to "re-enforce the democratic reform movement in Yugoslavia, " explained one State Department official.
CNN: Powell to meet Yugoslav leader
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The results are startling but once again re-enforce what I have observed in my conversations with government and commercial IT security professionals. 21% of those surveyed responded that they were taking an offensive (WARRIOR) stance in their battle against attackers.
FORBES: Is Your IT Posture That Of A Protector, Detective, or Warrior?
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From my experience, there are a few good ways to do that: make online self-service links prominent on your website and always offer them anywhere you provide your customer support number, integrate online help throughout key processes, promote Web and self-service resources in telephone hold messages, let call center agents notify customers of self-service options, and reply to email questions with the link to self-service content to re-enforce self-service availability.
FORBES: Eight Steps To Great Customer Experience (Part 1)