The Impact of Technology on Cost in Business Process Outsourcing (BPO) by SAP America, Inc.. Gain insight into the true cost of business process outsourcing (BPO) beyond what is typically reflected in the BPO provider's service price (total contract value). Learn more... >> Discover more offerings from SAP America, Inc..
		Cisco Secure Wireless Office Solution for SMBs by Cisco Systems, Inc.. The Cisco Secure Wireless Office Solution consolidates all network requirements into a complete, reliable wired and wireless infrastructure. more... >> Discover more offerings from Cisco Systems, Inc..

Outsourcing IT Colocation on Premises vs. Cloud by SearchDataCenter.com February 18, 2013 - (Free Research) This expert resource from SearchDataCenter.com discusses the top options for outsourcing IT operations, including collocation and off-premise clouds.  (EZINE) READ ABSTRACT |

10 Security Concerns for Cloud Computing by Global Knowledge March 17, 2010 - (Free Research) Read this paper to learn the many benefits of cloud computing as well as the 10 security concerns that need to be addressed when considering moving critical applications and sensitive data to public and shared cloud environments.  (WHITE PAPER) READ ABSTRACT |

CW Buyer's Guide: IT for SMEs by ComputerWeekly.com October 12, 2012 - (Free Research) This 6 page buyers guide for SMEs shows how small businesses can maximise the value of their IT investments.  (ESSENTIAL GUIDE) READ ABSTRACT |

Outsourcing in the WEB 2.0 World by Wipro Technologies September 2008 - (Free Research) With more organizations adopting Web 2.0, there is an increasing amount of interest in exploiting this phenomenon. Learn about the changing business needs that result from outsourcing Web 2.0 and how to leverage this as a best practice for collabo...  (WHITE PAPER) READ ABSTRACT |

The Outsourcing Surge by SolovatSoft August 2008 - (Free Research) Outsourcing is the quest to offload either commodity or very specialized activities, so that staff can focus on work that truly adds value to the business.  (WHITE PAPER) READ ABSTRACT |

CIO Decisions Ezine Vol. 2 by CIO Decisions September 2008 - (Free Research) Outsourcing is the quest to offload either commodity or very specialized activities, so that staff can focus on work that truly adds value to the business.  (EZINE)

The Enterprise Network Partner - Management and Transformation by Alcatel-Lucent November 2008 - (Free Research) This paper addresses the benefits of working with a managed service provider with the right experience to handle the management and transformation of enterprise voice and data networks and bring powerful strategic advantages to today's businesses.  (WHITE PAPER) READ ABSTRACT |

eBook - Chapter 4: Pay-Per-Use in the Cloud – Cutting Infrastructure Costs by SearchCloudComputing.com September 2009 - (Free Research) Buying Infrastructure as a Service is a mouth-watering prospect for CIOs and IT departments eager to drive down costs and speed up provisioning. But once IT is outsourced, keeping control of it is a major challenge.  (EBOOK) READ ABSTRACT |

Are businesses taking chances when it comes to managing outsourcing risk? by ComputerWeekly.com December 2010 - (Free Research) Nearly 95 percent of organisations buy, provide or both buy and provide outsourced services and functions, in which they face inherent risks created by new and unforeseen challenges.  (WHITE PAPER) READ ABSTRACT |

Cost-Saving Tips for Contact Centers by Five9 May 2013 - (Free Research) For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.  (EGUIDE) READ ABSTRACT |

How to Make Magic with VoIP: Weighing the Options by Cisco Systems, Inc. January 2011 - (Free Research) VoIP with UC can transform a business across four dimensions: lower costs, higher productivity, better customer service, and higher revenues. It can make a small business appear big, and help it outperform larger competitors. There are several ways to implement VoIP. Read this paper to determine which way is best for your business.  (WHITE PAPER) READ ABSTRACT |

The Business Value of Adopting Advanced Support Tools and Utilities by Hewlett-Packard Company September 2011 - (Free Research) Discover the obstacles associated with supporting advanced technology in complex IT environments. Review what you should look for when considering support features and deliverables, and learn how specific support tools can enable improved problem resolution and minimize downtime.  (WHITE PAPER) READ ABSTRACT |

The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? by ABS Associates, Inc. February 2008 - (Free Research) Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy.  (WHITE PAPER) READ ABSTRACT |

Should Your Email Live In The Cloud? A Comparative Cost Analysis by Google Apps January 2011 - (Free Research) This report presents a spreadsheet cost model to help you calculate your fully loaded on-premise email costs and compare it against cloud-based alternatives. Bottom line: Cloud-based email makes sense for companies or divisions as large as 15,000 users.  (ANALYST REPORT) READ ABSTRACT |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp. February 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.  (WHITE PAPER) READ ABSTRACT |

CW+: 500 Club case study: The Royal Mail approach to supplier relationship management by ComputerWeekly.com December 2010 - (Free Research) Your IT department and your suppliers are at loggerheads. There is a culture of one-upmanship and awkwardness on both sides. It’s not quite war, but its getting there. What do you do?  (WHITE PAPER) READ ABSTRACT |

Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Company September 2009 - (Free Research) Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.  (CASE STUDY) READ ABSTRACT |

CW Special report on Atos by ComputerWeekly.com October 2012 - (Free Research) This 11 page special report, packed with graphs and charts, gives you the facts on Atos, its strategy, products and services and financial performance.  (ESSENTIAL GUIDE) READ ABSTRACT |

Avaya Aura Contact Center Scripting Demystified by Global Knowledge May 2011 - (Free Research) Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.  (WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM March 2012 - (Free Research) In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.  (EZINE)

Computer Weekly – 16 October 2012: Delivering IT change at Royal Mail by ComputerWeekly.com October 2012 - (Free Research) In this week's Computer Weekly, we talk to Royal Mail CIO Catherine Doran about one of the UK's largest IT transformations. Software suppliers are under fire for the complexity of their licensing policies; we look at the issues. And we examine how to manage suppliers as firms increasingly turn to multiple outsourcing providers. Read the issue now.  (EZINE) READ ABSTRACT |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (WHITE PAPER) READ ABSTRACT |

Winning the Customer Service Battle... In the Cloud by Siemens Enterprise Communications April 2013 - (Free Research) Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.  (WHITE PAPER) READ ABSTRACT |

Supplier Management: Five Simple Things Your Organization Can Do to Improve Supplier Performance by Global Knowledge January 2013 - (Free Research) If you purchase goods and services from third parties to support your business processes, developing a solid supplier management strategy is crucial to your success. Access this paper to learn 7 features that make up an effective policy, how to use the ITIL to help during your program's creation, and much more.  (WHITE PAPER) READ ABSTRACT |

E-Zine: Enterprise CIO Decisions: Running Lean in 2010 by SearchCIO.com March 2010 - (Free Research) Technology decision makers in the enterprise are under pressure to deliver results on tight budgets while streamlining efficiency, cutting costs, and reducing risk for their organizations. Read this E-Zine from Enterprise CIO Decisions to find out how ITSM, outsourcing and technology are combining to make IT a lean, mean fighting machine in 2010.  (EZINE)

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