One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Connecting virtual desktop technology with the disaster recovery process has probably not been a major focus for organizations; however, integrating a disaster recovery plan for the virtual desktop is moving up organizational priority lists for a multitude of reasons. 

This SAP executive insight "Organizational Readiness" explains the organizational readiness challenges that companies face. 

City Securities Corporation wanted an easy way to maintain a current list of PIN numbers to enable their members to communicate using their BlackBerry smartphones - even in the event of a disaster. Read this case study to find out how PINpoint, an application from Tenet Computer Group, helped them overcome this issue. 

This study looks at what senior executives think about the value of corporate data protection efforts within their organizations. It is important for those individuals charged with managing a data protection program to understand how key decision makers in organizations perceive the importance of safeguarding sensitive and confidential information. 

In this special video presentation, Burton Group's point person for authentication, Senior Analyst Mark Diodati, drills into the new organizational needs and evaluates the current crop of authentication technologies. 

This paper explains how whitelisting (accepting only applications and behaviors that are on the approved list and denying everything else) provides a lighter, more agile alternative to blacklisting as a means to protect networks and end points. 

In the traditional IT approach, every new software application required a new server. This added costs to every project and deployment took days to weeks. This also drove server sprawl. Watch this demo for an animated explanation of how virtualization addresses common data center challenges. 

This collection of slides from the Information Security Decisions Conference focuses on change management and keeping change from creating unnecessary risks. The slides offer tips on getting people to accept change, participate in change, and finally manage change. Read on to learn more about managing change to mitigate risks. 

Learn how to integrate change management into a document library using SharePoint's own framework. 

Check out this data sheet for a categorized listing of 600 common applications for which Blue Coat PacketShaper delivers an accurate picture of network traffic. 

If users are the lynchpin of Identity Management, then groups are the catalyst to security and productivity. Your organization wants to provision users into Active Directory and keep that data accurate. When an organization provisions a user, they want them to be automatically added to the correct security groups and distribution lists. 

When offered a list of Web 2.0 types of site, only 17% of global IT managers in large companies identified correctly that all of them would come under the banner of Web 2.0. Learn more about Web 2.0 in this report.