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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco IP Phone Features by Global Knowledge February 10, 2009 - (Free Research) This paper explains various features (Softkeys) available to the phone while in a call state. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Merging Mobility with Unified Communications by BlackBerry August 2008 - (Free Research) Unified Communications is about getting the right information, in the right context, sent to the right people with the right timing. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

IBM and SPSS: Analytics for Everyone by IBM October 2009 - (Free Research) IBM's acquisition of SPSS broadens the support network for SPSS users and offers IBM Cognos users a predictive analytics platform. This paper shows why business analytics may be used by everyone in the future. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Strategic Considerations for Evaluating Enterprise Performance Management Solutions by IBM October 2009 - (Free Research) Read this paper to learn about current market trends in Enterprise Performance Management solutions. There are many investment strategies organizations must evaluate in order to best take advantage of the technological innovations. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices for a Data Warehouse on Oracle Database 11g by Oracle Corporation January 2009 - (Free Research) In order to ensuring the EDW will get the optimal performance and will scale as your data set grows you need to get three fundamental things correct, the hardware configuration, the data model and the data loading process. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Achieving Operational Responsiveness through Responsive Process Management by Progress Software April 2010 - (Free Research) Read this white paper and learn how you can respond to changing conditions and business events in real-time. The paper also reveals the three key components to operational responsiveness success and demonstrates how the Progress® Responsive Process Management (RPM) Suite will help your organization. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The State of Data: Harnessing Core Data Issues to Improve Organizational Efficiency, Profitability, and Competitive Advantage by SAS Institute Inc. April 2010 - (Free Research) This paper presents a series of insightful, timely articles that strike at the heart of data quality and data integration challenges. Included here is a close look at harnessing the exploding volumes of unstructured and semi-structured data, which so many companies are struggling to tame and leverage for true business value. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Explore Your Business at the Speed of Thought by SAP America, Inc. February 2010 - (Free Research) This paper explores the problems of bringing BI to everyone in the enterprise without heavily relying on IT, and presents a solution for this very problem. Read on to learn how SAP® BusinessObjects™ Explorer solution will solve your BI visibility problems. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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