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

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 week’s Computer Weekly, we talk exclusively to Tesco CIO Mike McNamara about why the UK's biggest retailer is spending £150m on its online business. And, with the London 2012 Olympics only weeks away; we look at how IT testing is progressing. 

This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. 

Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code. 

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. 

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

Customers are urgently looking for the WOW Effect to create awareness and transfer an innovative image. Most digital signage to date has been a video feed or a slide-show, where it is almost like a poster replacement. 

In this paper, you’ll find more details about the trends driving online marketing and advice on how to develop your online marketing strategy to reach goals and deliver maximum value from Web initiatives. 

European consumers' growing use digital channels as part of their shopping experience is driving retailers’ focus on delivering efficient online, cross-border operations in Europe, this research report from Accenture reveals. 

This webcast discusses how SAP Business Objects Data Quality Management and SAP CRM can help you enforce data quality and governance, address verification and identifies duplicates to achieve fast time-to-value and cost-effective customer data management. 

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.