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Weighing your call center hosting options by inContact

December 17, 2009 - (Free Research)
In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more. 
(PODCAST) READ ABSTRACT |

Automotive Supplier Achieves Impressive ROI: Global automotive supplier will achieve return on investment in two years with new powerful technology by Dell, Inc. and Intel

September 24, 2009 - (Free Research)
TRW, a German automotive company, was facing power and software limitations in the prototyping stages of design development that proved to be costly and slowed performance. This case study shows how they turned to Dell to upgrade their server and storage systems in line with its cutting-edge development processes. 
(CASE STUDY) READ ABSTRACT |

A Standard Approach to Process Documentation by Lombardi Software

December 21, 2009 - (Free Research)
Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers. Listen as Rachel shares her experience and covers key learnings. 
(WEBCAST) READ ABSTRACT |

Making the Case for BPM in 2010 by Lombardi Software

December 21, 2009 - (Free Research)
How do you get people to listen to you and place BPM at the top of the budget priority list? Well, start with the fact that the majority of customers report a better than 100% ROI in under one year. We have some more ideas for you. 
(WEBCAST) READ ABSTRACT |

Blueprint 30-day trial by Lombardi Software

December 20, 2009 - (Free Research)
Blueprint is designed to be easy-to-use and collaborative so that a wide range of stakeholders can work together synchronously or asynchronously to map, refine and improve processes. 
(TRIAL SOFTWARE) READ ABSTRACT |

Forrester Vendor Snapshot: Lombardi Blueprint Bridges Gap Between Process Discovery and Execution by Lombardi Software

December 18, 2009 - (Free Research)
This paper discusses how Blueprint takes direct aim at MS Word, PowerPoint, and Visio as the tools of choice for process analysts. Read more to learn how Blueprint is a lightweight process discovery tool that is tailored to support geographically dispersed process discovery teams. 
(WHITE PAPER) READ ABSTRACT |

Workflow vs BPM 2009 by Lombardi Software

December 18, 2009 - (Free Research)
Read this paper to learn what the key differences between workflow engines and BPM suites are and how BPM suites can provide benefits to your organization that workflow engines can’t. 
(WHITE PAPER) READ ABSTRACT |

Large Insurance Provider Automates Invoice Disputes by Lombardi Software

December 18, 2009 - (Free Research)
Read this case study to learn how this insurance provider then turned to Teamworks. With Teamworks they were able to implement a process that automates routing of disputes, streamlines research timelines, and gives managers control of all disputes being processed. Learn all of the benefits this insurance company reaped from deploying Teamworks. 
(CASE STUDY) READ ABSTRACT |

Mondial Assistance Group Shares Best Processes to Improve Quality, Efficiency by Lombardi Software

December 18, 2009 - (Free Research)
Mondial Assistant Group wanted to share best processes across their 28 global business units but they lacked a platform for sharing process knowledge. So they turned to Lombardi Blueprint, a hosted service that fosters easy collaboration among non-technical business users who want to document and analyze their processes. Read on to learn more. 
(CASE STUDY) READ ABSTRACT |

CIO Perspective: To Be Great at IT, You Must Be Great at BPM by Lombardi Software

December 18, 2009 - (Free Research)
One of the most popular business motto’s within the past year is "more for less." Organizations want things better, faster, and cheaper. In the IT world this is all too true as well. BPM is the tool that delivers faster, better, and cheaper solutions. Read this paper for an in-depth look into BPM from the perspective of the CIO. 
(WHITE PAPER) READ ABSTRACT |

Integration as Key to SaaS Adoption and Provider Opportunity by Cast Iron Systems

December 16, 2009 - (Free Research)
In this informative research report you'll discover the business drivers behind adopting SaaS solutions, the critical role of integration and a comprehensive checklist of integration alternatives to consider for end users and SaaS providers. 
(ANALYST REPORT) READ ABSTRACT |

Standardize Systems for Audit Readiness and Improved Stability by Tripwire, Inc.

December 10, 2009 - (Free Research)
Sitel, Inc is a global provider of business process outsourcing (BPO). They needed to establish audit readiness and compliance across multiple regulatory standards and at the same time develop multi-tier change and configuration controls. Read this brief paper to learn how Tripwire was able to help Sitel meet all their needs and more. 
(CASE STUDY) READ ABSTRACT |

Increase Customer Satisfaction and Optimize Business Performance by Improving Your Fax System by Esker Inc.

November 24, 2009 - (Free Research)
The paper will discuss key factors to consider with regard to fax technology, the impact of your faxing system on business processes, product selection and project execution. This paper advises an approach centered around choosing a vendor who is still paying close attention to fax communication as it relates to business processes. 
(WHITE PAPER) READ ABSTRACT |

Study Pinpoints Areas of Growth for After-Market Maintenance/Repair/Overhaul Intiaitives by SAP AG

January 23, 2009 - (Free Research)
This study talks about top three trends such as outsourcing MRO, aging aircraft and lean impacting the MRO segment. 
(WHITE PAPER) READ ABSTRACT |

Service Delivery Innovation: Creating Client Value and Enhancing Profitability by SAP AG

January 01, 2007 - (Free Research)
This paper reviews the forces that affect the professional services market today, defines and explains the main pillars of service delivery innovation, and reviews the benefits firms derive from service delivery innovation. 
(WHITE PAPER) READ ABSTRACT |

Supply Chain Collaboration: The Key to Success in a Global Economy by SAP AG

January 01, 2007 - (Free Research)
Learn how you can transform traditional supply chains from linear, sequential processes into adaptive supply chain networks. 
(WHITE PAPER) READ ABSTRACT |

Orthopedic Center to Grow 30 Percent and Boost Productivity with Online Services by Microsoft

February 01, 2009 - (Free Research)
annatommie, an orthopedic diagnosis and treatment and rehabilitation center in the Netherlands, was growing rapidly and wanted to take advantage of electronic, automated efficiencies to save money and improve productivity, while minimizing IT costs. Read this case study to learn how Microsoft® Online Services helped them reach their goals. 
(CASE STUDY) READ ABSTRACT |

Microsoft Online Services Business Value by Microsoft

June 01, 2009 - (Free Research)
Microsoft® Online Services provide businesses with subscription-based Microsoft-hosted online services that offer access to rich communication, collaboration, and productivity applications from anywhere. Read this white paper to learn more. 
(WHITE PAPER) READ ABSTRACT |

The CIO's Guide to IT Cost Optimization During the Recession by Hewlett-Packard Company

June 18, 2009 - (Free Research)
In today's dynamic economy it is important for CIOs to be thinking about how to strengthen their organization and position themselves for success for a future economic upturn and growth. Read this guide to learn how a company can make changes to IT that generate real business value. 
(EGUIDE) READ ABSTRACT |

The Best of Both Worlds: How to Effectively Leverage Social Media Relationships with Real-Time Collaboration Tools by Citrix Online

August 19, 2009 - (Free Research)
This eBook explores how organizations can connect and nurture relationships with prospects and customers by effectively leveraging social media and real-time collaboration tools. 
(EBOOK) READ ABSTRACT |

Improve Operational Performance by Visualizing and Analyzing Relevant KPI and KPD Metrics: Support Continuous Improvement with Value Stream Management and Operational Intelligence by myDIALS Inc.

November 04, 2009 - (Free Research)
This paper outlines the use of Key Performance Indicators (KPI metrics) together with associated Key Performance Drivers (KPD metrics) within the context of value stream management to support continuous operational performance improvement. 
(WHITE PAPER) READ ABSTRACT |

Using Performance Drivers to Enhance Business Success: Identifying, Visualizing and Analyzing Key Performance Drivers (KPD metrics) by myDIALS Inc.

November 04, 2009 - (Free Research)
This paper examines performance metrics and focuses on the nature, identification and use of Key Performance Drivers to enhance business success. It illustrates how these KPD metrics can be visualized and logically related to the Key Performance Indicators that measure those outcomes. 
(WHITE PAPER) READ ABSTRACT |

A Guide to the Value of Reliable Data in Insurance by DataFlux Corporation

November 02, 2009 - (Free Research)
Only when data is trusted can it be used in confidence in all insurance operational and analytical process activities. This paper examines the impact of unreliable data on insurance companies. It then defines the requirements needed to guarantee data reliability in insurance and offers a practical approach to creating and governing that data. 
(WHITE PAPER) READ ABSTRACT |

SearchCIO.com eBook: Unlock Outsourcing Potential and Change by SearchCIO.com

May 04, 2009 - (Free Research)
The key to unlocking outsourcing potential lies in targeting the right projects, choosing your suppliers wisely and then managing them with an eye on economic conditions at that global site. Here's a step-by-step plan for optimizing savings. 
(EBOOK) READ ABSTRACT |

The Future Carrier Network: Adopting New Outsourcing Business Models by Alcatel-Lucent

November 2008 - (Free Research)
This paper is meant to help operators embrace a new strategy for differentiating and competing successfully in a market characterized by flux. 
(WHITE PAPER) READ ABSTRACT |

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