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. 

IT managers are looking to governance structures and the discipline of risk management to help them make decisions and create sustainable processes around regulatory compliance. Read this E-book to learn more about risk management and evaluating GRC solutions. 

In this paper learn how a single bad experience with a contact center may result in a customer being lost for life, something that companies cannot afford. 

Healthcare regulations for IT security - such as HIPAA and the new HITECH provisions of HIPAA - are now broader than ever. This paper provides a quick overview of what you need to know about the latest security, privacy and data breach regulations for the healthcare industry. 

Whether they know it or not, many small businesses can benefit greatly from adding a centralized server to their network. In this article, you'll read about many of these benefits. 

Join Richard Downham, Senior Vice President of Managed Services, Freudenberg IT and Darnell Smith, IT Director, Elster Electricity, in this podcast as they examine the ROI and cost savings customers should expect from hosting SAP. 

PortalGuard is an authentication and password security solution that allows end-users to securely authenticate and self-manage passwords directly from a Web browser, while providing administrators with functionality to meet or exceed their security objectives and achieve compliance with government and industry regulations. 

Server virtualization is the most substantial shift in IT so far this decade. Adoption is high, and firms are virtualizing mission-critical and business-critical applications. Forrester surveyed 124 of its global clients on the topic of storage for virtual server environments. 

This free whitepaper details best practices for managing distribution and security groups in Active Directory. As the importance of AD in any size organization grows, learn to manage AD groups properly and unleash the power of Active Directory. 

With XP support sunsetting, customers are concerned about data migration, hardware limitations, compatibility and integration of existing applications and licensing issues associated with upgrading to Windows 7. 

This white paper discusses the problems with current authentication systems and the drivers that should be motivating organizations of all sizes to improve their access controls. 

Did you know it’s possible to cut IT costs without impacting day-to-day IT operations? In fact, when you download this whitepaper from Riverbed on cost-savings through WAN optimization, you’ll discover how businesses of all different sizes have realized a return on investment in just a few months. 

In this three-minute video, two Microsoft Dynamics CRM Online customers discuss how this new software service is not only helping them be more effective in their sales and marketing groups, but is also being adapted and customized to offer solutions well beyond what CRM is typically used for.