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CCNA v2.0 Review: Critical Concepts of the 640-802 CCNA Exam by Global Knowledge October 2008 - (Free Research) This paper helps students understand the types of information required to pass the new 640-802 CCNA composite exam by providing a convenient review of the exam's critical concepts.  (WHITE PAPER) READ ABSTRACT |

Spanning Tree Protocol Essentials for the CCNA Exam by Global Knowledge November 2009 - (Free Research) The Spanning Tree Protocol (STP) was developed to solve the problems caused by loops in a bridged, or switched, topology. Read this paper for useful knowledge of the Spanning Tree Protocol - knowledge that will be useful for the CCNA exam.  (WHITE PAPER) READ ABSTRACT |

The Fine Art of Lead Management and Follow-Up: What Research Shows About Lead Qualification and Nurturing by KnowledgeStorm, Inc (E-mail this company) May 2006 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Recovery Manager for Active Directory by ScriptLogic Corporation April 2009 - (Free Research) Human error and hardware or software failures can easily corrupt Active Directory. AD objects can often be modified or deleted by mistake and faulty scripts can overwrite attributes. The result is unplanned system downtime and lost user productivity.  (TRIAL SOFTWARE) READ ABSTRACT |

CRM without Compromise: A Strategy for Profitable Growth by SAP AG April 2007 - (Free Research) This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.  (WHITE PAPER) READ ABSTRACT |

Geek-Speak Glossary: A Manager's Guide to IT Terminology by Global Knowledge March 2007 - (Free Research) This glossary is a guide to the most commonly used and confused IT terms, designed to help managers better communicate with (and understand) their IT staff.  (WHITE PAPER) READ ABSTRACT |

The Scoop on the New CCNA and CCNP Specializations by Global Knowledge September 2009 - (Free Research) There has been a lot of interest among students lately on the details surrounding the CCNA (Cisco Certified Network Associate) specializations and their relationship with the corresponding CCNP specializations. The purpose of this white paper is to put all the information about these into one concise reference document.  (WHITE PAPER) READ ABSTRACT |

CCNA Wireless Certification by Global Knowledge December 2008 - (Free Research) This paper will describe the growing need for CCNA Wireless certification, what the CCNA Wireless certification is, its benefits, and what pre-requisites, exams, and training is required to get certified.  (WHITE PAPER) READ ABSTRACT |

Weighing your call center hosting options by inContact December 2009 - (Free Research) In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more.  (PODCAST) READ ABSTRACT |

Don’t Let Outdated Telephony Hardware Slow You Down: Unifying Contact Centers Regardless of Location, Hardware Infrastructure or Agent Count by inContact December 2009 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc. December 2009 - (Free Research) In this paper learn how a single bad experience with a contact center may result in a customer being lost for life, something that companies cannot afford.  (WHITE PAPER) READ ABSTRACT |

Podcast: Integrating Customer Contact Preferences into your CRM System by Gryphon Networks December 2009 - (Free Research) This podcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.  (PODCAST) READ ABSTRACT |

Integrating Customer Contact Preferences into your CRM System by Gryphon Networks December 2009 - (Free Research) This webcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.  (WEBCAST) READ ABSTRACT |

CRM Whitepaper: Using Business Rules to Increase Opportunities for Upsell, Cross-Sell and Customer Satisfaction by IBM November 2009 - (Free Research) This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences.  (WHITE PAPER) READ ABSTRACT |

Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers by inContact December 2009 - (Free Research) This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more.  (WHITE PAPER) READ ABSTRACT |

Podcast - The Fine Art of Lead Follow-up by KnowledgeStorm, Inc (E-mail this company) February 2006 - (Free Research) The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This podcast walks you through key strategies for implementing an effective lead follow-up and qualification process  (PODCAST) READ ABSTRACT |

KnowledgeNote: What Research Tells Us About Lead Management and Follow-Up by KnowledgeStorm, Inc (E-mail this company) May 2005 - (Free Research) The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This paper walks you through key strategies for implementing an effective lead follow-up and qualification process.  (WHITE PAPER) READ ABSTRACT |

Demystifying Network Communications by AutomationDirect May 2008 - (Free Research) For many, the world of communications is mystifying, shrouded in complexity and unknowns with equal parts science and magic, and 100% scary. This article demystifies what a network is, breaking it down into human terms.  (WHITE PAPER) READ ABSTRACT |

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 2009 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Mobile Contact List for Blackberry Smartphones Is the Right Insurance for Busy Financial Institution by BlackBerry February 2009 - (Free Research) 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.  (CASE STUDY) READ ABSTRACT |

Winning the War for Talent in the High-tech Industry by SAP AG January 2009 - (Free Research) Human capital management (HCM) is becoming a priority for high-tech senior executives. The workforce is not only a source of competitive differentiation, but also the key to accomplishing a number of strategic goals such as product and service innovation and process improvements. This SAP Executive Insight addresses key questions.  (WHITE PAPER) READ ABSTRACT |

Human Capital Management for the Public Sector: Make Every Employee a Strategic Asset With Sap® Solutions by SAP AG January 2007 - (Free Research) Discover how public sector agencies are shifting the focus in HR departments from transactional activities to performance with strategic human capital management (HCM).  (ARTICLE) READ ABSTRACT |

Find, Qualify, and Close More Business Faster With a Free Trial of ZoomInfo by ZoomInfo May 2009 - (Free Research) In today's economy, it is important to take every step you can to ensure sales effectiveness, which includes knowing who to contact and having accurate and helpful information about their company. You can get all this and more with this free trial of ZoomInfo.  (DEMO)

Reference Guide: Fundamental Protocols of Network Management by SolarWinds, Inc. October 2009 - (Free Research) The goal of this five-part Reference Guide is to assist you with understanding and successfully employing the top 5 network management protocols. Building upon the very simplest in Internet Control Message Protocol (ICMP) and Simple Network Management Protocol (SNMP), this guide explores the latest network management solutions.  (WHITE PAPER) READ ABSTRACT |

SAP Human Capital Management for U.S. Federal Government Organizations by SAP AG January 2006 - (Free Research) Investigate how a U.S. federal agency uses SAP ERP HCM to strategically manage human capital resources for mission alignment and performance achievement - enabling efficient recruitment, process transparency, and new insight.  (ARTICLE) READ ABSTRACT |

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