Global Knowledge keeps up to date with trends in IT careers, certifications, and compensation. In this, our inaugural quarterly report, we offer a look at salaries for the top 25 IT jobs, organized by region. We also offer a look at the top certifications and in-depth analysis from our resident market research analyst. 

As the number of applications generating data increases, so does an organization's need to give users access to that data through a unified system compatible with multiple interfaces. Oracle Data Service Integrator is a solution that allows organizations to build data services that unify business processes for improved customer service. 

Intranets and portals are too complex for everyone in your company to adopt - not to mention the costs to build and maintain them. This webcast explains how to store your critical business information in one location, share confidential information with the right people, and empower business users with the ability to access the data they need. 

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. 

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. 

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

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. 

This industry leading and innovative data virtualization approach to data integration enables you to more efficiently and effectively leverage valuable data that is scattered throughout your organization. 

Read this case study to see how The Microsoft Technology Center successfully completed a SharePoint 2007 to SharePoint 2010 migration quicker than expected with DocAve. 

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. 

Companies are successfully leveraging IBM's Smart SOA™ Approach based on IBM's experience of working with more than 6550 customers worldwide.