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. 

This podcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe. 

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

Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities. 

A thorough evaluation determined that Forbes needed a new email system and efficient storage to support it. Forbes selected Xiotech’s Emprise™ 5000 storage system, featuring patented Intelligent Storage Element (ISE™) technology, which allowed the company to improve the performance and reliability of its email system, while reducing service fees. 

Built on patented peer storage architecture, the Dell EqualLogic PS Series of Internet SCSI (iSCSI) storage arrays offer high performance, reliability, intelligent automation, and seamless virtualization of storage to enable simplified enterprise storage deployment and management, and comprehensive data protection. 

TechWiseTV will show you how you can actually take control of the mobility revolution and even shape it to your advantage. Discover the technologies and the tools that will enable you to extend the power of your network far beyond the desktop and empower your mobile users. 

Double-Take Move provides migration functionality that dramatically reduces the impact and risk of migrations in the data center and across any geographic distance. 

By continuously monitoring shared capacity utilization trends in your VMware ESX environment, Capacity Analyzer significantly reduces the time and costs of identifying current capacity bottlenecks causing performance problems. 

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. 

City Securities Corporation wanted an easy way to maintain a current list of PIN numbers to enable their members to communicate using their BlackBerry smartphones - even in the event of a disaster. Read this case study to find out how PINpoint, an application from Tenet Computer Group, helped them overcome this issue. 

Microsoft Office SharePoint Server (MOSS) 2007 is one of Microsoft's fastest growing server products. In this document, we describe the implementation and best practices for virtualizing a typical medium-sized MOSS 2007 intranet farm deployment. 

The Internet has changed the dynamics of technology sales and marketing. While most marketing efforts emphasize generating leads, and most sales efforts are focused on closing sales, not enough consideration is given to the little-understood but vital middle ground of lead qualification. Learn more about industry best practices.