The recent surge in cyber attacks has forced organisations to align cyber security efforts across all of their operations, rather than focusing on IT, but CEOs now need to take the lead in protecting their organisations, this report from PwC argues. 

Access this case study to see how Lawyers at Duncan & Craig LLP expanded their use of BlackBerry® smartphones beyond daily communications to track the time spent on the phone or sending emails to clients for billing purposes. 

This special eight-page indepent report from Computer Weekly, packed with graphs and diagrams, is essential reading for anyone doing business, or thinking of doing business with EMC. 

This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. 

This paper explains various features (Softkeys) available to the phone while in a call state. 

Access this case study to learn how a small firm synchronized the JobClock® System, an application that tracks time and attendance for every worker at the job site, with a mobile device to gain 24/7 access to their time-keeping system. 

This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more. 

The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM. 

In this week's Computer Weekly, we go behind the scenes at the datacentre that knows everything about you, at credit checking firm Experian. We analyse the government's new plans to change the way it works with IT suppliers; and kick-off our Buyer's Guide to outsourcing with a look at the latest trends. Download the new issue now. 

As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments. 

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

This benchmark study from American Shipper covers U.S. export operations and compliance of more than 300 U.S. based exporters.