This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. 

<p>Many organizations use call recording for regulatory compliance and risk management, but the workplace is growing more mobile by the minute. How can you extend this to mobile devices? Learn the importance of call recording for mobile communications and how to achieve this in your enterprise. </p> 

IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. 

Delivering smarter security and more customized services are at the top of any IT agenda. Both would be easier and cheaper to achieve with a common infrastructure, in what we call an identity and context service. In this paper, we’ll address how such a shared service can serve these two very different IT initiatives. 

This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs. 

Creating an accurate budget and schedule are essential for evaluating the progress and performance of your project. In this white paper, get tips for how you can develop and manage project baselines so that your projects are on time and within the budget. 

Managing mobile costs is a challenge for all organisations, especially as responsibilities and budget authority may often sit in several places—IT, finance, personnel, managers and, of course, the employees themselves. 

In this week’s Computer Weekly, Cabinet Office minister Francis Maude talks about releasing government datasets to the public and why open data will drive the next industrial revolution. We also review the latest test version of Windows 8 and see how it shapes up for tablet computers and business users and much more. 

Access this essential resource to learn how one organization within the financial industry freed up nearly half a megawatt of power, extended the life of their data center, and reallocated budgets by implementing a vendor solution to efficiently and cost-effectively manage all assets. 

In a world of mobility, virtualization, and cloud computing, IT services are constantly changing. To serve the business more effectively, IT needs a new approach to managing operations. This white paper introduces a new methodology called business service management (BSM). Discover how this management approach improves your overall service quality.