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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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Contact Center Costs: The Case for Telecommuting Agents by Avaya Inc.

April 2008 - (Free Research)
This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center. 
(WHITE PAPER) READ ABSTRACT |

Best Practices for Home Agents by Avaya Inc.

June 2008 - (Free Research)
Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. 
(WHITE PAPER) READ ABSTRACT |

Salary Report: Trends in IT Compensation and Certifications by Global Knowledge Network, Inc.

May 2006 - (Free Research)
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. 
(ANALYST REPORT) READ ABSTRACT |

Executive Insight: Multi-Sourcing in the Call Center by inContact

February 2009 - (Free Research)
This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better". 
(WHITE PAPER) READ ABSTRACT |

OFCCP Compliance: Understanding the OFCCP's New Ruling on Internet Applicants by iCIMS

July 2008 - (Free Research)
The Internet Applicant final rule, issued by the Office of Federal Contract Compliance Programs (OFCCP), addresses recordkeeping by Federal contractors and subcontractors about the Internet hiring process and the solicitation of race. 
(WHITE PAPER) READ ABSTRACT |

Fraud Detection and Prevention in the Public Sector by Information Builders

May 2013 - (Free Research)
Those in the public sector are facing significant fraud, waste, and abuse (FWA) challenges. Check out this informative paper today to learn of these challenges and discover a fraud detection and prevention framework to help combat fraud before it occurs. 
(WHITE PAPER) READ ABSTRACT |

Big Data analytics: Adoption and employment trends by ComputerWeekly.com

November 2013 - (Free Research)
The report is first of its kind to identify current and future adoption rates for big data by type and size of organisation in the UK with information supplied by 1,000 businesses across the country. 
(ESSENTIAL GUIDE) READ ABSTRACT |

European IT Law Briefing: Recruitment and social media by ComputerWeekly.com

May 2013 - (Free Research)
Four leading European law firms help you navigate the legal maze when using social media for recruitment in France, Germany, UK and Italy. 
(ESSENTIAL GUIDE) READ ABSTRACT |

Supercomputers: A Computer Weekly guide by ComputerWeekly.com

May 2012 - (Free Research)
This special Computer Weekly report analyses the market for supercomputers, peripherals and applications, the supercomputer community, developments in technology, and offers a country by country comparison. 
(ESSENTIAL GUIDE) READ ABSTRACT |

Intel® Cloud Builders Guide: Cloud Design and Employment on Intel® Platforms - NetApp* Unified Networking and Storage: 10 GbE FCoE and iSCSI by Intel

July 2011 - (Free Research)
Your cloud architecture depends on solid storage solutions. This paper provides step-by-step instructions to set up and evaluate the two most common block-level storage protocols, fibre channel over Ethernet (FCoE), and Internet small computer system interface (iSCSI), run over 10GbE from end-to-end. 
(WHITE PAPER) READ ABSTRACT |

European IT Law Briefing:  Practical steps for companies using social media by ComputerWeekly.com

May 2013 - (Free Research)
Leading European law firms offer practical advice for companies using social media in France, Germany, UK and Italy. 
(ESSENTIAL GUIDE) READ ABSTRACT |

European IT Law Briefing: Monitoring employees' use of social media by ComputerWeekly.com

May 2013 - (Free Research)
Leading European law firms explain the key legal requirements for companies monitoring employees' social media use in France, Germany, UK and Italy. 
(ESSENTIAL GUIDE) READ ABSTRACT |

Latest IT bonus figures - what are IT professionals earning ? by ComputerWeekly.com

November 2010 - (Free Research)
Bonus payments have long been a feature of the reward package for most IT professionals, but when the UKeconomy went into freefall during late 2008, many employers either reduced such payments or did away withthem altogether. 
(WHITE PAPER) READ ABSTRACT |

Equip technical staff with business expertise to get ahead by ComputerWeekly.com

December 2010 - (Free Research)
As outsourcing, global commerce and constantly improving technologycontinue to change the business world, specialized professionals like scientists,engineers and information technology (IT) workers are increasingly beingasked to take on more business-oriented tasks. 
(WHITE PAPER) READ ABSTRACT |

Why Invest in Talent Management? by SuccessFactors

December 2013 - (Free Research)
This resource counts down five high-ROI business drivers for implementing an effective talent management program. 
(WHITE PAPER) READ ABSTRACT |

Privacy and Big Data by ComputerWeekly.com

August 2013 - (Free Research)
This report from ISACA, a non-profit security association, lists 16 key questions companies need to answer when considering the privacy and governance aspects of big data. 
(ESSENTIAL GUIDE) READ ABSTRACT |

Nine Steps to Smart Security for Small Businesses by Qualys

October 2011 - (Free Research)
This guide uncovers nine simple steps for implementing smart security for your business. View now to explore why firewalls and anti-virus are not enough, and how to reduce risk while cutting costs. 
(WHITE PAPER) READ ABSTRACT |

Turnover Tactics by CIO Decisions

February 2007 - (Free Research)
Chances are these execs will be gone in five years or less. The Peace Corps' limit on staff tenure makes managing turnover an art form. 
(JOURNAL ARTICLE)

3-2-1 Contact: The Call Center in a Multichannel World by SearchCRM

April 2014 - (Free Research)
Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center. 
(EBOOK) READ ABSTRACT |

Hosted Contact Center and On-Premises Centers Demystified by Genesys

March 2014 - (Free Research)
Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions. 
(EGUIDE) READ ABSTRACT |

Deploying a Contact Center in the Cloud: A Guide to Best Practices by Genesys

July 2012 - (Free Research)
Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center. 
(WHITE PAPER) READ ABSTRACT |

Seven Blueprints for Contact Center Modernization by Genesys

March 2014 - (Free Research)
Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center. 
(WHITE PAPER) READ ABSTRACT |

The Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys

November 2013 - (Free Research)
Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case. 
(WHITE PAPER) READ ABSTRACT |

Comparing the total Cost of ownership of TDM and SIP Contact Centers by Genesys

November 2012 - (Free Research)
This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success. 
(WHITE PAPER) READ ABSTRACT |

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction by Five9

March 2014 - (Free Research)
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center. 
(EGUIDE) READ ABSTRACT |

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