WFM

WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

EGUIDE: The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.

Posted: 09 Jan 2012 | Published: 09 Jan 2012

WHITE PAPER: This white paper discusses five important considerations to keep in mind when choosing desktop virtualization; the top ten most common use cases to better understand how desktop virtualization meets the demands of businesses, end-users and IT managers; and explains why a comprehensive end-to-end provider is most beneficial.

Posted: 22 Dec 2011 | Published: 22 Dec 2011

WHITE PAPER: The impacts of a system outage are felt within minutes of the incident and range from production and shipping stoppages to lost business, industry penalties and failed audits. Read this paper to learn how a disaster recovery (DR) plan based in the cloud mitigates these risks and protects the interests of shareholders, investors and customers.

Posted: 13 Jan 2012 | Published: 13 Jan 2012

PODCAST: This essential resource discusses some of the transformations that enterprise data centers have undergone in recent years, what impact these trends have on end users and how enterprises can start preparing for the next major data center transition.

Posted: 14 Dec 2011 | Premiered: 14 Dec 2011

WHITE PAPER: Access this report from research and advisory firm Work Design Collaborative, LLC (WDC) to learn about the business benefits of a remote workforce and the best practices and technologies IT can implement to leverage them.

Posted: 16 Jan 2012 | Published: 16 Jan 2012

WHITE PAPER: IT management as a Service (ITMaaS) can help admins increase visibility into their environment, monitor and evaluate performance, and improve the functionality of environments through a cloud delivery model. Discover how ITMaaS delivers essential management tools necessary for optimizing your resources.

Posted: 09 Feb 2012 | Published: 09 Feb 2012

WHITE PAPER: This resource presents key questions every IT pro should ask before employing converged infrastructure solutions in their IT environment.

Posted: 10 Jan 2012 | Published: 10 Jan 2012

EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.

Posted: 08 Feb 2012 | Published: 08 Feb 2012

WHITE PAPER: This white paper explores the challenges of upgrading Microsoft Exchange and explains why it is essential that you successfully coordinate between server, storage, and network stacks to ensure stable business operations. Read this white paper to learn how a unified computing system can help you achieve this goal.

Posted: 11 Jan 2012 | Published: 11 Jan 2012