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SmartCall #15 - Outside In, Downside UpMay 8th, 2008Episode 15 SmartCall, of your customer service and contact centre podcast, is here and waiting for you to give it a digial home!This week we have a look at new customer service project at Melbourne’s South East Water, where management have figured out that field service can impact the contact centre and vice versa.Also on this week’s podcast:
Risky Business #61 — H D Moore’s evil Eee PCMay 5th, 2008McAfee is the sponsor of this, the greatest episode of Risky Business in the history of the universe. Big thanks!Not only does this week’s podcast feature security legend H D Moore discussing his evil creation — an Eee PC that sucks passwords out of the atmosphere, black hole style — but RSA president Art Coviello drops by to share his not-so-happy thoughts on Bruce Schneier.On this week’s podcast:
NOTE: I’m on the road this week and had to record some of this week’s show from his mate’s living room in Maroubra. It may echo like a cave, but it’s actually quite a nice place… News this week was recorded with Skype. Sorry about the crap quality. — Pat A Series of Tubes #49 — Counterfeit Cisco gear a backdoor for spies?May 1st, 2008This week’s episode of A Series of Tubes is brought to you by ProCurve, networking by HP. On this week’s show we’re looking at the shadowy world of counterfeit Cisco equipment. America’s FBI is worried its bottom-line driven procurement processes mean low-cost, counterfeit equipment is winding up in sensitive US Government networks. It gets worse — the FBI is concerned the counterfeit gear is loaded with back-door software or hardware. Agents are concerned foreign spies could be using these back doors to access critical networks. On this week’s show:
Smart Call #14 — Beyond the averageApril 30th, 2008Episode 14 of SmartCall is here, and this week we explore the idea that contact centres are measuring the wrong things and communicating them to agents in the wrong way, with less-than-average results. Also on this week’s podcast:
Risky Business #60 — Mark Dowd talks NULL pointers, Simon Howard defends DEFCON’s Race To ZeroApril 29th, 2008This week’s Risky Business is an absolute cracker. Big thanks to sponsor RSA for paying our bills this week, and to Vigabyte for hosting our site. We have two great guests on this week’s show. Mark Dowd popped along to discuss his paper on NULL pointer dereferences. His research — which included uncovering a very, very nasty bug in Flash — has created quite a stir in the security community. In this interview Mark tells us there could be more exploitable NULL pointer bugs around the corner… and he also hints that he’s about to make the Microsoft security team quite unhappy. The second feature spot on this week’s show is an exclusive interview with Simon Howard. Last Friday he announced a new competition at DEFCON — The Race To Zero. Entrants have to modify virus code to sneak it past scanners. The whole thing’s designed as a gigantic piss-take on AV. Not surprisingly, some AV companies have made Howard out as some sort of devil-worshipping cyber-terrorist. You know you’re in trouble when the most informed commentary on your initiative is taking place on Slashdot, so Simon popped in to defend the competition. On this week’s security podcast:
A Series of Tubes #48 — Computing’s greatest hits: The MainframeApril 26th, 2008This week’s edition of A Series of Tubes is available for download, thanks to our sponsor HP ProCurve and hosting partner Vigabyte. Everyone loves to declare the death of the mainframe… but according to this week’s guest, Kevin McIsaac, the true picture is less cut and dry. Some organisations are actually deploying new mainframes at the core of their infrastructure. Who’d have thunk it? On this week’s podcast:
Smart Call #13 — When Facebook met CRMApril 24th, 2008Episode 13 of Smart Call, your weekly call and contact centre podcast, is available for download. This week’s show looks at ’social CRM,’ the idea that social network data could become available in CRM systems. On this week’s podcast:
Risky Business #59 — Blackhat CSRF and the alarmist mediaApril 22nd, 2008This week’s show is brought to you by Tenable Network Security and hosted, as always, by Vigabyte virtual hosting. On this week’s show Risky Business guest Jeremiah Grossman — Whitehat Security founder and blogger — discusses Cross Site Request Forgery attacks with host Patrick Gray. CSRF attacks are no longer a lab attack folks, they’re in the wild. Jeremiah shares his insights with us. Infosec fixture Ron Gula, the co-founder and CTO of Tenable Network Security, pops by in this week’s sponsor interview to discuss his company’s moves into the SIEM market and recap the company’s move to take Nessus closed source. It’s been a few years since that happened — how did it all end up? In this week’s news segment, Patrick Gray rants about the Australian media’s God-awful reporting of sensible comments made by Attorney-General Robert McClelland. The sensationalist tabloid bug is evidently contagious, because it’s been sweeping the Aussie media over the last week. On this week’s podcast:
A Series of Tubes #47 — 3Com and Huawei deal post mortemApril 17th, 2008Your weekly networking podcast is available for download, thanks to our sponsor HP ProCurve and hosting partner Vigabyte. On this week’s show:
Smart Call #12 — Inside Telstra’s customer service transformationApril 17th, 2008Episode 12 of Smart Call, your weekly call and contact centre podcast, is available for download. This week’s show looks at big changes in customer service for one of Asia’s largest telcos. On this week’s podcast:
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