This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well‐intentioned management blunders and discuss good and bad uses of support technology. 

Enterprise users and their data have never been further apart. Business pressures that keep employees out of headquarters and close to customers and partners have met head-on with other drivers that are bringing far flung servers back to the datacenter. 

Application development professionals have better platform options to choose from than they might think. In this Forrester Research report, you'll learn about factors you should consider as application platforms evolve, four criteria that application development professionals should examine when selecting application server products, and more... 

Managing email is a time-consuming, costly and legally hazardous process as administrators spend extra time backing up and recovering email to manage volume, support end-user productivity and produce stored emails for regulation or litigation. 

Professional report authors need a single reporting solution that draws data from a variety of sources and enables wide collaboration yet delivers the resulting information at business speed. IBM Cognos® 8 Business Intelligence includes Web-based reporting tools that support collaboration and good decision making. 

In this podcast, an industry expert discusses how the recession has affected branch office growth; what’s driving change in branch offices, and how to over cover the never-ending challenge of branch office security. 

The Windows 7 and Windows Server 2008 R2 operating systems introduce DirectAccess, a solution that provides users with the same experience working remotely as they would have when working in the office. With DirectAccess, remote users can access corporate file shares, Web sites, and applications without connecting to a virtual private network. 

As Unified Communications (UC) moves increasingly from promise to implementation, questions arise about the best ways to establish UC solutions. This paper describes effective approaches to unifying communications, the importance of optimizing your network infrastructure and how embracing converged communications can increase business productivity. 

This white paper will help anyone responsible for improving customer experiences with affordable technology solutions to understand why self-service support falls short in terms of immediate customer response expectations, how on-demand remote support delivers immediate ROI benefits, and what to look for in a new remote support solution. 

Looking for solid data behind the cost-savings story of WAN optimization? In this paper, NetForecast analysts interviewed customers who have deployed this solution, and the results show that this technology has significant strategic business value to companies. 

Do your remote workers have a desire for higher performance computing? In this paper by the Taneja Group, learn how Steelhead appliances from Riverbed, with its enhanced RiOS 5.0 operating system, provides a number of improvements across major areas of WAN optimization, delivering LAN-like functionality to your WAN.