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Call Centre Transformation: Turning Customer Experience Into Profits by SAP AG

December 01, 2007 - (Free Research)
Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper. 
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Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG

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Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 
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The Dirty little Secrets of the Warehouse Management Systems Industry by HighJump Software

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Read this white paper to learn five secrets you should know before you purchase a WMS. Guide your evaluation and selection processes in a way that best benefits your business, your customers and your long-term success and competitive advantage. 
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Business Skill Courseware by SkillSoft Corporation

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In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. 
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Meeting the True Intent of File Integrity Monitoring by Tripwire, Inc.

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In this paper, we give an overview of FIM, an explanation of how FIM provides data protection and improves security, and what capabilities FIM must offer to effectively provide that data protection and security. 
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Understanding and Selecting a Database Activity Monitoring Solution by Imperva

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Social Media Moves into Mainstream IT Service Management by CA Technologies.

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This white paper focuses on the evolving role of social media in service desk management. Read on to learn more about social media trends in ITSM, the new culture for service desk management, the benefits of improved self-service access via social media and how social media applies to Service Desk in terms of collaboration, community, etc. 
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Mobile ticketing opens doors of opportunity for business by ComputerWeekly.com

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Juniper Research defines a mobile ticketing user as “someone who stores a ticket on their mobile phone for later redemption” at the point of travel, the music venue, the cinema etc. 
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SAP® Support of the Healthecare Supply Chain's Ongoing Effort to Ensure Patient Safety and Drive Business Value by SAP AG

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The Center for Healthcare Supply Chain Research (formerly the HDMA Research & Education Foundation) recently published an important study concerning data management and data sharing in the healthcare supply chain. This whitepaper discusses the key conclusions of their study. 
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Maximize the Value of On-Demand CRM with On-Demand Reporting by Business Objects

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Improving the overall quality of your company’s decision-making process results also improves the overall effectiveness of your business. This paper explains how reporting will help your organization make better decisions, and how on-demand reporting allows you to accomplish this task in a fast, cost-effective, and easy-to use manner. 
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VoIP Without Hype: What Businesses Need to Know by Fonality Inc.

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It’s important to approach VoIP with your eyes wide open – to understand the technology involved, the investment required, and an affordable migration path to VoIP that will deliver value to your business, both short- and long-term, without compromising the quality of your communications. Read this paper to find out more. 
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Transition your existing service offerings into a private or hybrid cloud-based environment with Service Catalog by CA Technologies.

August 2011 - (Free Research)
It seems as if every company is looking to gain cost advantages and efficiencies by moving toward a cloud environment.  In this webcast, learn how CA Service Catalog can define your services in business terms, and automatically provision them in a private or hybrid cloud environment provided by cloud suppliers and delivered to cloud consumers. 
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Building CEM Expertise for Business Value by Genesys

August 2013 - (Free Research)
In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience. 
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PCI Council issues mobile application rules for software developers by SearchSecurity.com

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IT Courseware by SkillSoft Corporation

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E-Book: Virtualization for Mission-Critical SAP Environments by VMware and Intel

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This e-book examines the trend towards running mission-critical SAP applications on virtualized servers. It will also answer questions about SAP Platforms, virtualization packs, skill requirements to run SAP software, and how to manage virtualization needs without lengthy support calls. 
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Leveraging a Maturity Model to Achieve “Proactive Compliance” by Symantec Corporation

August 2009 - (Free Research)
Read this paper to learn about a new approach to compliance that seeks to move beyond the short-term goal of passing an audit and to incorporate compliance into an organization's operations in a more proactive sense utilizing the Capability Maturity Model. 
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Self-Management of Passwords (SMOP) Version 1.1 by turbo-IT Corporation

May 2011 - (Free Research)
Active Directory users often have their accounts locked out or forget their passwords.  This download empowers users to perform self service password resets and unlock their accounts eliminating helpdesk calls resulting in increased productivity and reduced costs. 
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Talent Management Trends and Tech: The Value of the Cloud by Workday

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Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently by Oracle Corporation

March 2012 - (Free Research)
This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. 
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Re-make or Re-model? A Cloud Computing E-Book, Chapter 2 by IBM

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The upsurge in cloud computing presents development teams with challenges that may require them to rethink  established ways of building applications. Read this e-book, which discusses languages for cloud computing, distributed caching, scaling horizontally, and changing data architectures midcloud, for further discussion of these issues. 
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Virtualization for Mission-Critical SAP Environments by Hewlett-Packard Company

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