This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

Uncover the driving growth of mobile devices in the workplace and four best practice tips for how your business can support mobile devices. 

This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 

Read this Aberdeen Group report to discover the intelligent response management strategies used by top companies to effectively manage their increasingly complex, global demand-supply networks in 2011's uncertain economic times. 

This benchmarking study from ESI International identifies the trends impacting the project management function in IT industry in three areas: PMO maturity, measuring and reporting on PMO effectiveness, as well as training involvement. 

The CIO's role becomes more strategic as organizations use information to create a competitive advantage. This paper – using evidence from benchmarks created with IBM to test WebFOCUS' performance on System z running z/OS and Linux – helps CIOs to balance demands for information accessibility and processing power. 

This new 1080 Group white paper explores best practices for video conferencing and provides a handy checklist for preparing and conducting a successful video conferencing session. 

This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance. It's all about end-user and customer satisfaction, increasing productivity, and lowering costs.  

Enteo has developed a full set of integrated products to manage each step in the system lifecycle; together, they comprise the most efficient solution portfolio in the area of system management today. 

Support Ultimate’s allows MSPs and high-volume customer call centers to quickly and efficiently handle end-user requests across multiple platforms globally. Find out how this software can solve problems in real-time and increase customer satisfaction with a robust diagnostic and troubleshooting toolkit. 

Companies need to take their customer experience to the next level. This means being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight. Read on to learn why customer trust is critical to your business and how to successfully build your customer's trust. 

This white paper features results of a survey conducted by Gartner. The survey asked business intelligence (BI) leaders to explain their experiences with BI platforms from 25 vendors 

Service providers and network equipment manufacturers are adding automation to their pre-production testing process for a combination of reasons. This Market Snapshot will focus on the need for test automation of networks and connected devices, identify a path to automation adoption and provide an overview of the market.