This paper discusses first contact resolution and the offerings for measuring success with FCR. 

CIOs are more confident of securing technology budget increases than at any time in the last five years, according to the CIO Technology Survey 2012. 

This report from Accenture looks at the challenges facing the public sector in offering digital services. 

In a recent IDG survey, nearly two-thirds of CIOs & other senior executives surveyed listed improving customer satisfaction among the top three factors driving the need for custom application development. 

Download this report to learn how your organisation can use smart technology to drive innovation and enhance your competitive position, without breaking the bank. 

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. 

This week's Computer Weekly examines how the Football Association's IT director is using technology to help improve the prospects for the England national team. Our Buyer's Guide to government IT looks at the future of open source in the public sector and we report from Infosec 2012 on the rising number of cyber attacks. Read the issue now. 

This white paper explores service-oriented architecture's (SOA’s) relationship with and relevance to IT and business. Recent survey-based research and IDC’s top-line forecast for SOA are presented in this paper and help communicate the value, opportunities and challenges associated with SOA. 

Today, maintaining a competitive edge while managing costs is the challenge that most organisations face. High up on the IT Directors‟ to do list is innovation in the way costs are managed and contained, while at the same time providing a dynamic and responsive IT service to the business. 

This report, Issue One: How Technology Marketers Meet Buyers' Appetite for Content is the first in the Connecting Through Content series, which explores content creation, distribution and lead nurturing through the dual marketers' and technology buyers' perspectives. 

There is very little data that exists on the maturity of testing practices throughout the software quality life cycle in the Industry and lots of people refer to the maturity with a level of certainty not backed up by any real data. In 2009 Experimentus established a survey for this very purpose. 

This report is the first in a series of studies conducted by KnowledgeStorm and Universal McCann that will take a strategic look at the impact the blogs, podcasts and other emerging media formats have on B2B technology marketing. This first installment examines podcasting and provides valuable insight into this red-hot delivery mechanism. 

Following nine other surveys, the BI Survey 10 analyzed the platforms of six of the largest BI vendors and asked 2,961 organizations across 80 countries many of the same questions as previous years. Read this now and learn how organizations view certain aspects of their BI tools, such as response time, performance, business benefits and more.