White papers are one of the most misunderstood, miswritten and misused marketing tools available. While many companies think they need a white paper, few manage to write, design or use them to their full potential. This podcast outlines eight key steps to take when writing a white paper and what you should do once the paper is written. 

Implementing Enterprise Resource Planning (ERP), Contact Relationship Management (CRM), and Enterprise Asset Management (EAM) is complicated. Here are six simple steps to take to manage that complexity. 

This webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization. 

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. 

This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization. 

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. 

<p>Read this white paper for an overview of JBoss Enterprise BRMS – an open source system that automates decisions by using simple rules development, access, and change management. Learn about the features and benefits of this system, as well as why BRMSs are important for the success of your business.</p> 

This paper discusses using predictive analytics to improve customer satisfaction. 

ILOG's Business Rules Management System, or JRules, provides a full function business rule management system that enables all business rules to be externalized. This allows the business to develop the rules directly, ensuring the rules accurately reflect the business policies. 

This paper examines the relationship between business and IT groups within the typical enterprise and explores how the implementation of a Business Rules Management System (BRMS) allows both groups to find common ground. 

With ILOG JRules and ILOG Rules for COBOL, you can externalize and manage the business rules in your organization’s COBOL applications without disruption or a major development project. 

Although business rules management can mean different things to different people in the same organization, this white paper reminds us the important thing to remember is it is about business not technology. Read on to get a greater understanding of the benefits of business rules management software in an open source environment. 

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%.