This webcast discusses strategies and advantages for leveraging web content management to improve your online marketing initiatives. 

This paper outlines how one specific business intelligence (BI) platform can benefit your financial organization. Read this now and learn how CFO dashboards can be used to measure, monitor and optimize banking performance, why creating a risk intelligent enterprise is critical, how to efficiently manage customers and investments and so much more. 

This paper outlines the five fundamentals for a successful FCR program. 

This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments. 

This paper discusses first contact resolution and the offerings for measuring success with FCR. 

<p>This paper explains how packet loss can be properly measured throughout an enterprise, and what can be done to mitigate its effects in real-time.</p> 

Application performance monitoring (APM) is gaining traction in today's constantly changing and complex application environment. This paper outlines the increasing need for such a solution, offering insight into the five dimensions of modern APM, how to ensure a positive end-user experience, how to measure APM and so much more. 

This report introduces best practices for understanding and improving the performance of mission-critical networked applications and provides pointers for what to look for in a measurement tool in a WAN optimized environment. 

This tutorial presents a framework and financial methodology for deciding whether an enterprise should replace its current "status quo" tape storage solution with a new "proposed" solution, and the economics related to that decision. 

This benchmarking study from ESI International identifies the trends impacting the project management function in IT industry in three areas: PMO maturity, measuring and reporting on PMO effectiveness, as well as training involvement. 

SOA governance is the framework that enables, measures, defines and enforces the rules for communication, collaboration and control across the enterprise and among IT and business decision-makers. This paper provides seven key steps to get you started on the path towards successful SOA governance.