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. 

Watch this video to learn some of the steps Atos Origin took to make sure the Beijing 2208 Olympic Games were successful and learn some of the steps they are taking for future Olympic Games, including Vancouver 2010 and London 2012. 

In this white paper, we take a look at how strong authentication can benefit eCommerce and online services. We will evaluate the risks that identity fraud, phishing and cybercrime pose for online service providers and discuss how strong user authentication can alleviate these risks. 

Petmate enlisted the help of TAKE Supply Chain's X.PC to not only streamline the administration of contract manufacturing for Petmate. Read this case study to learn how X.PC transformed Petmate's manual approach to working with manufacturers through a Web-based collaborative environment that improved shared communications. 

In this Spotlight Report, Research Director Philip Howard explains why data discovery is of fundamental importance to data integration, data quality, and many other projects ranging from business intelligence through master data management to data governance and data archival. Read on to learn more about the importance of data discovery. 

Organizations have long known that implementing their records management initiatives is challenging. People and processes are both important elements, but choosing the right records management solution can be the difference between success and failure. Read on to learn about selecting the right records management solution for your organization. 

Given the ever-increasing growth of litigation, investigations and regulatory actions coupled with the explosive growth of electronic records, automation of an organization’s records management policies, processes and business practices is no longer an option; it is now a necessity. 

Organizations face a tremendous challenge in meeting the many different regulatory compliance issues driven by legislation, auditors and litigation. 

The federal government's push for electronic healthcare records has made data security even more pressing. This eBook takes a look at where healthcare IT leaders should begin and what they should watch out for as they move to embrace the HITECH Act and other initiatives. Read on to learn more. 

This presentation transcript covers how organizations can make their email policies compliant with applicable laws. It details ways in which email and the legal system interact and provides 12 steps for good evidential quality of email. 

This detailed handbook covers four stages – from paper-based dependency to the achievement of connected government. A best-practices roadmap will offer you the ideal strategy for your current information infrastructure. 

This paper breaks down the e-discovery process into phases, discusses best practices and relevant technologies for each phase, and provides a matrix to guide an e-discovery team’s decision making process.