One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well‐intentioned management blunders and discuss good and bad uses of support technology. 

Optimizing the benefits of a data grid built with Oracle Coherence relies upon creating a modular, balanced architecture. Matching the number of application servers, memory capacity, and quantity of processing nodes to the target workload characteristics is important to achieving the best performance. 

Once you decide to deploy Oracle within the data center, a continuous lifecycle begins - moving from initial development, test, and deployment, to ongoing migration, to new releases of Oracle and deployment of new features with each release. The EMC Solutions Practice for Oracle can help you get started quickly. 

This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. 

In order to ensuring the EDW will get the optimal performance and will scale as your data set grows you need to get three fundamental things correct, the hardware configuration, the data model and the data loading process. 

Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty. 

Companies worldwide are affirming the value of database archiving as a best practice for managing application data growth. The basic principles for managing an archiving project presented in this paper can help you initiate and plan an archiving strategy that meets your organization’s requirements. 

The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This podcast walks you through key strategies for implementing an effective lead follow-up and qualification process 

Authored by Ron Ben Natan, Ph.D., author of "HOWTO Secure and Audit Oracle 10g and 11g" (CRC Press, March 2009), this white paper describes 8 essential best practices that provide a holistic approach to safeguarding databases and achieving compliance. 

The best-performing project management offices reduce business risk, optimize resources and contribute to business growth through a portfolio management office, according to Gartner. Read this informative paper from Oracle and take your first step to establishing a PMO or maturing your already established PMO.