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. 

In this e-guide from SearchSecurity.com, hear from experts as they discuss the dangers behind malware and APT attacks and offer effective virus detection techniques to help you address them. 

This white paper describes numerous shortcomings with Itanium-based platforms, and notes that the Itanium "ecosystem" is in danger of collapse. Forward-looking CIOs should consider x86, POWER and mainframe architectures. 

This paper discusses a five-step best practices approach to implementing a cost-effective and timely data privacy solution. It also details a brief case study illustrating how Compuware’s combination of tools, technology, best practices and customized services can save time and money. 

Uncover why many organizations require greater simplicity in their unified communications (UC) collaboration tools – for both end-users and IT – in order for their UC strategy to be a success. Learn best practices to integrate UC tools, potential challenges you may face, and more! 

In this expert e-guide, discover the best and worst practices for email archiving, and review an essential checklist for ensuring that Exchange archives remain compliant. 

There is no question that the successful implementation of Service Oriented Architecture (SOA) relies on a careful and holistic approach to business planning. One of the most important tools in the evaluation, purchase, and ongoing use of SOA is this body of best practices that vendors, consultants, and customers have compiled. 

This handbook will cover best practices for moving to Microsoft Windows 7, including assessing Windows 7 to determine if it’s a good move for your organization, which applications in your organization should move over, what help is out there for your migration project and licensing. 

<p>DevOps, new tools for improved automation and release management, are taking the software development world by storm. Read this detailed white paper for a comparison of the 11 top vendors in this new space. Learn the strengths and weaknesses of each competitor and determine which one would best suit your development team's needs.</p> 

<p>There is a growing recognition that rather than being a distraction or a time drain, social tools could hold the key to a more productive way of doing business, this report from Google argues.</p> 

This article covers the top 10 tools available to help make virtualization management easier. 

This paper discusses the case for system consolidation and legacy decommissioning and the best practices approach to ensure data protection and access to legacy data while lowering costs. Learn how the Dolphin platform for data and document management provides flexible applications, tools and best practices for optimizing the SAP environment.