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Jun 19, 2013

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Good to Great: Transform IT through Service Lifecycle Management sponsored by Hewlett-Packard Company WHITE PAPER: This paper examines service lifecycle management SLcM and the ITIL v3 principles on which it is based. It shows how SLcM provides the framework for organizations to optimize business outcomes and facilitates continual service improvement. Posted: 18 Jun 2008 \| Published: 01 Aug 2008 TOPICS: Business Process Automation Software \| Business Process Management \| Change Management \| ITIL \| Knowledge Management \| Regulatory Compliance \| Systems Management

Building on a BPM framework: Can it work for DCM? sponsored by IBM EGUIDE: This tip guide continues ebizQ.com’s deep dive into approaches for constructing a sound case management architecture. In this installment, ebizQ.com contributor Christine Parizo provides best practices for considering a case management framework based on business process management or other technologies. Posted: 21 Nov 2011 \| Published: 17 Nov 2011 TOPICS: Business Process Management \| Business Process Management Software \| Business Process Modeling \| Content Integration \| Content Management \| CRM Software \| Knowledge Management \| Knowledge Management Software \| Workflow Software

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 TOPICS: Content Management \| Data Mining \| Email \| Email Archiving \| Email Archiving Software \| Email Management \| Email Security \| Email Security Policies \| Knowledge Management \| Regulatory Compliance

How social/collaborative approaches can build bridges in case management sponsored by IBM EGUIDE: In this tip guide, well-known industry analyst Neil Ward-Dutton discusses trends and best practices in social networking and collaboration for case management. Readers will learn how social/collaborative approaches can build bridges and improve service in case management. Posted: 21 Nov 2011 \| Published: 17 Nov 2011 TOPICS: Business Process Management \| Business Process Management Software \| Business Process Modeling \| Collaboration \| Collaborative Applications Software \| Knowledge Management \| Knowledge Management Software \| Social Computing \| Social Networking \| Workflow Software

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 TOPICS: Business Process Management \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Help Desk Management \| Help Desks \| Knowledge Management

SpigitEngage for Sharepoint sponsored by Spigit TRANSCRIPT: This transcript of a Spigit webcast explains how you can leverage the existing investment and knowledge of Sharepoint to tap into powerful idea management using SpigitEngage for Sharepoint. Posted: 23 Jun 2011 \| Published: 23 Jun 2011 TOPICS: Cloud Computing \| Collaboration \| Knowledge Management \| Knowledge Management Software \| Platform as a service \| SaaS business intelligence \| SharePoint

Independent Lab Comparative Review sponsored by Avaya PRODUCT REVIEW: MierConsulting engineers conducted an hands-on, comparative review of three leading contact center packages, focusing on these products' multimedia, mixed voice and text-based contacts - capabilities. Posted: 15 Jun 2011 \| Published: 15 Jun 2011 TOPICS: Configuration Management \| Contact Center Management \| Contact Management \| Knowledge Management \| Scalability Testing \| Web Services Management

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 TOPICS: Architectures \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Knowledge Management

Managing Data, Managing Change: Making MDM Work sponsored by Baseline Consulting WHITE PAPER: This white paper discusses, Business Change Management, Data Change Management, and Cultural Change Management. These are the three main categories of change management that accompany any Master Data Management (MDM) effort. Posted: 26 Sep 2008 \| Published: 26 Sep 2008 TOPICS: Business Intelligence \| Change Management \| Customer Data Management \| Data Integration \| Data Quality \| Data Warehouses \| Knowledge Management \| Master Data Management \| Policy-Based Network Management

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 TOPICS: Business Intelligence \| Collaboration \| Enterprise \| Enterprise Content Management \| Knowledge Management \| Web 2.0

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