Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. 

This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort. 

This IDC white paper presents the benefits to enterprises adopting a preemptive approach to IPC, the internal threats to business information, the impact of government regulations on the protection of data, and highlights how Oracle provides database security products that enterprises can leverage to protect themselves from costly data breaches. 

This whitepaper considers how Web-based security threats are evolving, within the context of IT trends including mobile, home computing, and other forms of remote access that could all potentially increase the attack surface of the organization. Read on to learn more about protecting your organization from emerging Web-based security threats. 

Join Redmond Channel Scott Bekker and Iron Mountain Digital’s Daniel Stevenson for a free, informative webcast to get insight on the emerging cloud storage opportunities and learn how you can quickly integrate cloud storage into your portfolio to take advantage of this profitable growing industry. 

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. 

Secure in 15 -- Security practices you can use each day. Start with this "15 Minutes Month-at-a-Glance" calendar today. Each month, we'll send you additional tools and tricks to stay protected around the clock. 

After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity. 

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 issue of SearchSoftwareQuality.com's Software Testing eZine, we'll discuss a Service Oriented Architecture (SOA) as a new testing environment as well as an Agile software development (ASD) methodology.