The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others. 

In this expert e-guide, discover 2 types of SSO and how to prepare your financial firm for an SSO deployment. Also learn how to ensure SSO implementation is in line with current authorization and access control policies. Plus, review the numerous benefits of SSO as your firm adopts new application platforms and adds to the network infrastructure. 

James C. Nolan Law Office wanted to reduce monthly server maintenance fees, eliminate concerns about server reliability, and simplify the process of connecting seasonal workers to company systems. The firm got rid of its servers and subscribed to the Microsoft® Business Productivity Online Standard Suite. 

Read this brochure to learn how iAnywhere Mobile Office offers enhanced network security, data protection, device management, profile administration, cross-platform support, and deployment features all available through Apple’s App Store. 

The Internet has changed the dynamics of technology sales and marketing. While most marketing efforts emphasize generating leads, and most sales efforts are focused on closing sales, not enough consideration is given to the little-understood but vital middle ground of lead qualification. Learn more about industry best practices. 

The BlackBerry Enterprise Solution provides push-based access to email; calendar, contacts, tasks and notes; instant messaging; web-based applications and services and enterprise applications. 

Government and industry bodies around the world have issued regulations designed to ensure the security, integrity, and confidentiality of personal and corporate data. Taken together, these regulatory guidelines point toward a growing consensus of best practices in IT security. This white paper explores these compliance-driven best practices. 

This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center. 

Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities. 

This podcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center. 

In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. 

The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all.