WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.. WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more... >> Discover more offerings from Information Builders Inc..

Self-Service: Putting Customers First Makes You a Winner by Microsoft April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.   (WHITE PAPER) READ ABSTRACT |

VoIP Vulnerabilities by McAfee, Inc. March 09, 2010 - (Free Research) The malicious behavior that we have seen in other media already plagues Internet voice calls. This report examines vulnerability trends as well as protocol- and application-layer attacks. Read this white paper to gain both a general and technical overview to the threats against VoIP and learn how to protect and remediate against them.  (WHITE PAPER) READ ABSTRACT |

The Work-at-Home Agent Model for Improved Customer Loyalty by inContact December 03, 2009 - (Free Research) Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more.  (WHITE PAPER) READ ABSTRACT |

Desktop Authority Password Self-Service Version 4.1.1 - Free 30 Day Trial! by ScriptLogic Corporation April 10, 2009 - (Free Research) Desktop Authority® Password Self-Service™ provides an easy-to-use, robust system for allowing users to reset their own forgotten passwords or locked accounts, eliminating the biggest source of help desk calls.  (TRIAL SOFTWARE) READ ABSTRACT |

7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp. February 17, 2010 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Service Management from Reactive to Proactive IT Management by CA and PSR Associates, Inc. February 08, 2010 - (Free Research) This white paper focuses on companies who are looking to evolve their service management abilities to improve customer service, deliver tangible results to senior management, and improve service delivery to improve business success in these challenging economic times.  (WHITE PAPER) READ ABSTRACT |

Top Ten Essentials for Privileged Account Management by FoxT February 01, 2010 - (Free Research) In this white paper, discover how you can effectively and efficiently control privileged accounts using the latest in adaptive access controls management. You will also learn about how to leverage the latest in Role-Based Access Controls.  (WHITE PAPER) READ ABSTRACT |

IT Managers Struggle to Make the Right Service Desk Choice! by Numara Software December 16, 2009 - (Free Research) Dynamic Markets Research Demonstrates that Nearly All IT Managers' Service Desk Solutions are Creating Cost Headaches Beyond the Basic Purchase Price.  (ANALYST REPORT) READ ABSTRACT |

Help Desk vs. Service Desk: Which One is Right for You by Numara Software March 05, 2009 - (Free Research) This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.  (WHITE PAPER) READ ABSTRACT |

Top 10 Most Overlooked Causes of Trouble in a Cisco Network by Global Knowledge November 05, 2009 - (Free Research) This white paper is a guide to the top ten causes of trouble in a Cisco network and how to address them, but is not intended to be a troubleshooting guide.  (WHITE PAPER) READ ABSTRACT |

Windows 7 and AppLocker by Global Knowledge January 25, 2010 - (Free Research) Organizations want to run the apps they want, and not run the apps they don't want. One of the tools Microsoft has given Active Directory administrators to help in this regard, Software Restriction Policies (SRPs), has been re-engineered in Windows 7 as AppLocker.  (WHITE PAPER) READ ABSTRACT |

Journal of Management Excellence - Introducing Management Excellence by Oracle Corporation June 05, 2008 - (Free Research) A recent global study from Cranfield School of Management found organizations are too internally focused and did not use sufficient external information or benchmarking. A better understanding of management processes is needed. That is why we introduced our view on the management process: strategy-to-success. Read this whitepaper to learn more.  (WHITE PAPER) READ ABSTRACT |

Why You Should Take a Holistic Approach to ITIL and Service Support by BMC Software, Inc. June 15, 2009 - (Free Research) In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and...  (WHITE PAPER) READ ABSTRACT |

Modernizing IT: Strategies for Improving Service Quality and Reducing IT Costs by BMC Software, Inc. June 15, 2009 - (Free Research) Working harder simply won't get you there. No matter how many people you allocate, sinking more labor into old IT practices cannot concurrently meet rising demands on IT and cut costs. Read about cost-effective, automated ways to meet this challenge head-on in our latest article, “Strategies for Modernizing IT, Reducing Costs, and..”  (WHITE PAPER) READ ABSTRACT |

Service Desk Consolidation Cuts Costs and Increases Service Quality by BMC Software, Inc. June 15, 2009 - (Free Research) The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits.  (WHITE PAPER) READ ABSTRACT |

Crossing the Chasm Between the Service Desk and Operations by BMC Software, Inc. June 15, 2009 - (Free Research) IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and evolving and automating key processes between the two groups.  (WHITE PAPER) READ ABSTRACT |

Remote Support Center Solution - 30 Day Free Trial! by ScriptLogic Corporation September 08, 2009 - (Free Research) Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm.  (TRIAL SOFTWARE) READ ABSTRACT |

Help Desk Authority Professional Edition - 30 Day Free Trial! by ScriptLogic Corporation September 08, 2009 - (Free Research) How are you currently tracking your help desk issues? Does your homegrown solution have too many limitations? Or is the enterprise solution you currently have overkill? Whichever scenario best describes you…we can help.  (TRIAL SOFTWARE) READ ABSTRACT |

AirMagnet WiFi Analyzer by AirMagnet, Inc. February 25, 2010 - (Free Research) AirMagnet WiFi Analyzer is the industry "de-facto" tool for mobile auditing and troubleshooting enterprise 802.11a/b/g/n networks. AirMagnet WiFi Analyzer solves end user WLAN issues while automatically detecting security threats and other wireless network vulnerabilities.  (DOWNLOAD) READ ABSTRACT |

Open Source Search: What's New in Apache Solr 1.4 by Lucid Imagination October 26, 2009 - (Free Research) Apache Solr is the definitive application development implementation for Lucene, and it is the leading open source search platform. This white paper describes the new features and improvements in the latest version, Apache Solr 1.4.  (WHITE PAPER) READ ABSTRACT |

How To Kiss Your On-Premise Call Center Goodbye by Contactual, Inc. March 08, 2010 - (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience. Tune in and learn how your company can improve and simplify contact center operations while dramatically lowering costs via the Software as a Service (SaaS) model.  (WEBCAST) READ ABSTRACT |

Cisco IP Phone Features by Global Knowledge February 10, 2009 - (Free Research) This paper explains various features (Softkeys) available to the phone while in a call state.  (WHITE PAPER) READ ABSTRACT |

Presentation Transcript: Home Is Where the Money Is by inContact March 09, 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc. February 15, 2010 - (Free Research) In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality.  (PODCAST) READ ABSTRACT |

Home Is Where The Money Is by inContact January 29, 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This webcast reveals the real cost of absenteeism and provides call center management best practices that boost company growth.  (WEBCAST) READ ABSTRACT |

We are always striving to improve our customer experience. Please notify us if there is a company missing that you feel should be in our directory.