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%. 

In this session, you will learn how IBM Enterprise Content Management capabilities such as IBM Case Manager and IBM Content Analytics work in an integrated manner to ensure complete co-ordination of patient information as well as how that information can be analyzed to derive trends and / or potential treatment conflicts. 

This 2012 benchmarking survey from ESI assesses the role of the Project/Programme Management Office (PMO), its development to full-blown maturity and value to the business.   

In March 2010, Microsoft commissioned Forrester Consulting to examine the total economic impact that enterprises may realize by upgrading from Microsoft Office 2007 to Microsoft Office 2010. 

This study from Booz&Co reveals industry concerns that anti-piracy measures will deter venture capital organisations from investing in internet start-ups. 

Creating a single view of customer information starts with correct data. Read this paper to learn 10 steps that assist with improving data quality. 

Check out this special European edition of Storage magazine for expert analyses and forecasts about where storage is heading and how you can get ahead of the curve. 

<p>Understanding the role that your hiring managers, recruiters, co-workers, and candidates will play in the hiring process is extremely important to establishing a successful staffing program. Read this white paper to learn why it’s important to delegate the responsibilities in the hiring process among these four groups of people.</p> 

Check out this resource center to learn about Blueworks Live, which allows you automate processes currently run by e-mail. Easily collaborate on tasks with co-workers across teams, departments and the entire organization, access communities focused on process improvement and create process blueprints to discover, map and document your processes. 

In this session, co-author of the book "Enterprise Integration Patterns" Gregor Hohpe shares some of the “behind the scenes” story of how the included enterprise application integration and message-oriented middleware design patterns originated, how they are being applied, and what other patterns he would like to see documented. 

Companies need to make significant investments in digital skills and technologies if they are to meet the needs of their customers, Booz&Co argues in this report. 

In this chapter sample, from the guide Mastering Microsoft Windows Server 2008 R2, co-written by Mark Minasi, Willem Kasdorp as the contributing author and published by Wiley Publishing, learn how your existing environment and upgrade/migration plans impact your installation decisions and read about requirements for this new operating system.