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Business Skill Courseware by SkillSoft Corporation

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Business Service Management by ASG Software Solutions

Business Service Management (BSM) solutions can effectively be defined as the fusion of IT and business needs, Successfully employed, they will empower IT with the necessary tools to increase overall business value. 
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Make the Most of Your Customer COE: A 3-Step Approach by SAP America, Inc.

June 23, 2010 - (Free Research)
To achieve effective objectives and drive effective Application Lifecycle Management, an organization must transform its Customer COE by enhancing the value it delivers to the business. Read this paper to learn so much more. 
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Oracle PeopleSoft CRM Integration into the Contact Center by AMC Technology

May 2008 - (Free Research)
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. 
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Case study: How CVS/Pharmacy found customer service success by Aspect

July 2013 - (Free Research)
This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives. 
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Optim Data Growth Solution for Oracle's PeopleSoft Enterprise by IBM

IBM's Optim™Data Growth Solution for Oracle's PeopleSoft Enterprise provides proven archiving capabilities. Now you can align continuous control of your PeopleSoft data with business objectives to optimize performance, mitigate risks and control costs. 
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Achieving Profitable Growth through Exceptional Customer Experience by CA Technologies.

November 2008 - (Free Research)
In this whitepaper, Datamonitor focuses on nine key steps that can - and should - be taken by CSPs to improve standards by delivering outstanding service and achieving various objectives. 
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The Move Toward IT Service Management (ITSM) Mobilization by BlackBerry

February 2010 - (Free Research)
IDG Research Services recently surveyed more than 200 CIOs and senior IT and business executives at companies of all sizes to examine the benefits of giving employees mobile access to strategic business applications, including ITSM applications. This analyst report discusses the benefits of ITSM mobilization and key findings from the IDG survey. 
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Verint Solutions in Action AAA Washington: A Case Study by Verint Systems

April 2008 - (Free Research)
ULTRA and ULTRA analytics have equipped AAA Washington to more readily meet its compliance requirements and customer experience objectives. 
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5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.

February 2010 - (Free Research)
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. 
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Inventory Optimization Can Increase Your Profitability by IBS, International Business Systems

April 2008 - (Free Research)
The core objective of a good inventory management system is to provide the best possible customer service within the restraint of the lowest practical inventory costs. 
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Configuration and Change Management for IT Compliance and Risk Management by Tripwire, Inc.

November 2007 - (Free Research)
This white paper discusses key issues surrounding configuration management and compliance, such as the IT department's need to lower costs, increase management flexibility and control, and increase responsiveness to business needs and requirements. 
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Standardizing IT Service Management - Best Practices Based on HP Experience in ITSM Consolidation by Hewlett-Packard Company

February 2011 - (Free Research)
This paper explains how HP helps organizations implement effective, cost-efficient service desks and the IT processes that make them work. 
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ImageMC++ by Viking Software Solutions

ImageMC++ is a highly advanced solution designed to maximize the auto-adjudication of claims. The rapid availability of electronic image and data, coupled with extensive rules-base processes, accelerates the handling of those claims that do not immediately auto-adjudicate and improves the efficiency of customer service functions. 
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Apply the power of CRM to build customer loyalty by Infor CRM

February 2012 - (Free Research)
This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies. 
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Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc.

July 2008 - (Free Research)
This white paper provides the three best practices for today's profitable contact centers. 
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Achieving ROI from Enterprise Communications: A Revolutionary Approach by Thunderhead

July 2011 - (Free Research)
This white paper provides an overview of how Thunderhead customers have achieved truly revolutionary ROI by streamlining their communications processes through the implementation of the Thunderhead Enterprise Communications platform. 
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Five Myths of Infrastructure Monitoring by Hewlett-Packard Company

August 2008 - (Free Research)
This whitepaper discuss Five Myths of Infrastructure Monitoring. It explores how end-user monitoring can help improve customer satisfaction. 
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Intelligent Document Automation Increases Purchasing Process Efficiency with SAP Systems by Esker Inc.

January 2008 - (Free Research)
Purchasing is an essential business process that often remains bound to manual document delivery. Discover how document automation can help SAP users increase operational efficiencies and customer satisfaction and also improve supplier relationships. 
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Using enterprise architecture to develop a blueprint for improving your energy efficiency and reducing your carbon footprint by IBM

December 2008 - (Free Research)
This whitepaper is about enterprise architecture as it pertains to finding and maximizing the business value in greener operations. Higher energy efficiency and a smaller carbon footprint are obvious areas of interest for any business, but how do you balance these goals with productivity, customer service, and all your other business concerns? 
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JBoss Enterprise Middleware, by Red Hat: Technical Support Services Leader by Red Hat

November 2011 - (Free Research)
This white paper discusses the features of JBoss Enterprise Middleware and highlights technical and customer support as the key characteristic that sets this middleware apart from the competition. 
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Strategic Value With Trade Promotion Management: A Closed-Loop Process for Quick Wins and Profitable Growth by SAP America, Inc.

September 2010 - (Free Research)
This paper presents the situation of N-Hair, a fictional high-end hair-care products company that is now expanding into channels in broader consumer markets. Read this paper to learn how the firm has positioned itself well for long-term success as it preserved its brand image with SAP software. 
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10 Steps to Safeguard Small Business Data by i365, makers of Evault

October 2008 - (Free Research)
What should you do to protect your data if your resources are limited? This paper describes ten steps to safeguard business data. 
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Breakaway BPM - A New Era of Business Process Management by Metastorm

February 2008 - (Free Research)
This white paper explores how to effectively invest in a Business Process Management (BPM) initiative. Learn how to gain the real-time visibility necessary for complete lifecycle process management. 
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Running A Fully Controlled Windows Desktop Environment with Application Whitelisting by Bit9, Inc.

June 2009 - (Free Research)
Getting control over desktop PCs is fast becoming a major strategic objective of CIOs and IT departments. This whitepaper will discuss “The Five Elements of Desktop Control” and how each are required in order to fully realize the benefits of a controlled environment. 
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