3-2-1 Contact the Call Center
sponsored by SearchCRM
WHITE PAPER:
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
Posted: 31 Jan 2013 | Published: 31 Jan 2013
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Winning SharePoint Commitment in the Enterprise: Five Easy Steps to Increase End-User Adoption
sponsored by VirtualWorks Group
WHITE PAPER:
SharePoint technology can provide your business with unprecedented levels of collaboration, but 40% of organizations currently using SharePoint report that the adoption rate is slower than expected due to a poor user experience. Read on to learn 5 simple steps that will enhance the SharePoint user experience and boost adoption rates.
Posted: 04 Dec 2012 | Published: 04 Dec 2012
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Top ten reasons to automate your IT processes
sponsored by Hewlett-Packard Limited
WHITE PAPER:
As IT infrastructures become larger and more complex the need for automation increases for both it's organisational efficiency and knowledge retention. Automation technology can help address alerts and incidents, as well as increase infrastructure up time while reducing operational costs.
Posted: 03 Aug 2012 | Published: 03 Aug 2012
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General Guidelines for Building Effective Service Catalogs
sponsored by Global Knowledge
WHITE PAPER:
In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs.
Posted: 06 Dec 2011 | Published: 06 Dec 2011
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Aberdeen Group-Financial Planning, Budgeting, and Forecasting White Paper
sponsored by SAP America, Inc.
WHITE PAPER:
When the economy slows, many businesses react by retrenching and cutting costs in order to weather the downturn. While such cost reduction is important, companies often overlook equally critical strategic decisions – opportunities to use valuable business information to strengthen product and service offerings and emerge ahead of the competition.
Posted: 03 Mar 2011 | Published: 03 Mar 2011
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SharePoint 2010: Ten Tips for Creating a Collaborative Framework for your Company
sponsored by Global Knowledge
WHITE PAPER:
This paper examines how SharePoint 2010 is a sophisticated enterprise-level collaboration platform. Whether it’s creating wikis and micro-blogging, or document sharing and project management, SharePoint 2010 allows organizations to take collaboration to an entirely new level.
Posted: 22 Nov 2010 | Published: 22 Nov 2010
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Is Social Media Transforming Your Business?
sponsored by Oracle Corporation
WHITE PAPER:
It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.
Posted: 13 Sep 2012 | Published: 01 Mar 2012
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Six Best Practices for Agent Knowledge Management
sponsored by KANA
WHITE PAPER:
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
Posted: 21 Jun 2012 | Published: 21 Jun 2012
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Case Study: New York Philharmonic Digital Archives to Preserve and Make Accessible Worldwide Over 160 Years of American Cultural Heritage with the help of Technology Services Group and Alfresco Software
sponsored by Alfresco Software
WHITE PAPER:
This resource examines how the New York Philharmonic digitized their enormous collections to provide universal online access with a robust, scalable document management system.
Posted: 09 May 2012 | Published: 09 May 2012
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The Event Data Warehouse- Strategies for Improving Business Performance
sponsored by Sensage, Inc.
WHITE PAPER:
Organizations are at risk if they do not plan to implement an enterprise-wide security and event data warehouse to make strategic decisions. This paper introduces Event Data Warehouse, a unique, cost effective and proven solution, that provides actionable results that enable better business decisions.
Posted: 18 Jul 2011 | Published: 18 Jul 2011
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5 Questions about ITSM and Cloud Computing
sponsored by CA Technologies.
WHITE PAPER:
This asset is based around the service lifecycle approach to service management and it can provide great support to organizations in reducing risk and gaining maximum benefit from cloud computing. Learn the opportunities and pitfalls of enabling Cloud Computing without instituting ITIL best practice processes.
Posted: 08 Jun 2011 | Published: 08 Jun 2011
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Nine Keys to Innovation Management 2.0
sponsored by Spigit
WHITE PAPER:
Innovation is a hot topic right now, but it's never actually gone out of style. This paper highlights the nine keys to seizing the opportunity of Innovation Management 2.0.
Posted: 31 May 2011 | Published: 31 May 2011
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What Are Your Obligations to Retain Email and Other Electronic Content?
sponsored by Proofpoint, Inc.
WHITE PAPER:
This paper discusses what drives organizations in both heavily-regulated and less regulated industries to retain email and other electronic content. It explores the content retention challenges faced by those organizations in the midst of stringent litigation and regulatory compliance demands.
Posted: 29 Oct 2010 | Published: 29 Oct 2010
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SAP® Knowledge Acceleration: For Effective Business Planning and Consolidation
sponsored by SAP America, Inc.
WHITE PAPER:
Read this paper to learn how SAP® Knowledge Acceleration software for business planning and consolidation will help your organization acquire insight and reporting skills it needs to execute today and tomorrow. Read on to learn all the business benefits this SAP software will provide for your organization.
Posted: 28 Sep 2010 | Published: 28 Sep 2010
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Managing and Delivering Knowledge From Disparate Applications and Platforms
sponsored by ASG Software Solutions
WHITE PAPER:
Knowledge is collected in a wide variety of documents (paper and electronic), and these documents are perhaps the most valuable assets for businesses. However, the challenges of managing and delivering documents across an enterprise are becoming increasingly difficult. Read this paper to find out more.
Posted: 20 May 2010 | Published: 19 May 2010
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8 Traits of IT-Friendly Contact Center and Web Customer Service Software
sponsored by eGain Communications Corp.
WHITE PAPER:
In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
Posted: 07 May 2010 | Published: 06 May 2010
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A Framework for 2.0 Adoption in the Enterprise
sponsored by NewsGator
WHITE PAPER:
This report draws from the knowledge of full‐time practitioners who orchestrate enterprise‐wide rollouts in their organizations. We outline patterns of adoption and highlight practical insight that will help your company and your clients plan for the process and help set realistic expectations for a successful 2.0 rollout.
Posted: 05 May 2010 | Published: 05 May 2010
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Breaking Down the Barriers to Business
sponsored by Sage (UK) Limited
WHITE PAPER:
Organizations that seek the elusive goal of a single view of the customer need first to instill an information-sharing culture throughout the company, not simply attempt to apply a quick technology fix. Read this white paper to learn more about how to creat a knowledge-sharing culture in your business.
Posted: 12 Mar 2010 | Published: 12 Mar 2010
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5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
sponsored by eGain Communications Corp.
WHITE PAPER:
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
Posted: 17 Feb 2010 | Published: 17 Feb 2010
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7 Habits of Highly Effective Contact Centers and Help Desks
sponsored by eGain Communications Corp.
WHITE PAPER:
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
Posted: 17 Feb 2010 | Published: 17 Feb 2010
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New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times
sponsored by eGain Communications Corp.
WHITE PAPER:
Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.
Posted: 17 Feb 2010 | Published: 17 Feb 2010
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Demystifying IT Risk to Achieve Greater Security and Compliance
sponsored by Lumension
WHITE PAPER:
Read this white paper to learn how organizations need an intelligent approach to gaining the upper hand when it comes to assessing IT risk and managing compliance.
Posted: 26 Jan 2010 | Published: 26 Jan 2010
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8 Problems of Keyword Search in E-Discovery - A Guide for Fortune 1000 Companies
sponsored by FTI Technology
WHITE PAPER:
With data collections growing at an epic pace, legal teams must sift quickly through documents and e-mail at rates that would have seemed unrealistic just 5 years ago. Simply put, keyword search strategies break when thrown against the mountains of data which define today’s legal matters.
Posted: 18 Dec 2009 | Published: 18 Dec 2009
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Business Analytics and Optimization for the Intelligent Enterprise
sponsored by IBM
WHITE PAPER:
Executives recognize that new analytics capabilities, coupled with advanced business process management, signal a major opportunity to create business advantage. Those who have the vision to apply new approaches are building intelligent enterprises positioned to thrive.
Posted: 07 Oct 2009 | Published: 08 Apr 2009
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Six Secrets to 24x7 Exchange Availability
sponsored by Marathon Technologies
WHITE PAPER:
The following six secrets to 24x7, disaster-tolerant Exchange will show you how to implement an Exchange environment with zero lost data and continuous application availability—with no IT intervention—in the event of a disaster.
Posted: 28 Sep 2009 | Published: 28 Sep 2009
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