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. 

This white paper will review the obstacles to making business development a team sport and then will present best practices around people, process and technology for aligning the sales and marketing organization. 

View the slides presented in the "New Research: How to Improve Your B2B Email Marketing Results in 2007" Webcast and find out how 3,637 marketers responded to tough questions about their open, click and conversion rates. Also, find out which tests work best, what's not working, list growth strategies and how email budgets are changing for 2007. 

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 

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. 

Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility.. 

The combination of the ever-changing compliance landscape, Web 2.0 and technologies such as mobile devices have made it increasingly more difficult to track where your confidential data resides and put mechanisms in place to protect it. 

This whitepaper explains how building a smarter storage infrastructure based on the business value of data can enable you to address your data storage requirements efficiently and at the lowest cost. 

An effective change management process can help you better identify how alterations will affect cost and schedule so you can keep them in control. This paper will explore change management approaches and how you can use IBM Rational® solutions to manage changes to development, system and IT artifacts. 

Listen to this Webcast to learn how to manage your company's assets. Also discussed is a solution that can help your organization address its IT asset management process issues through audit, auto-discovery and process tracking. 

VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change. 

This webcast details the top five challenges in processing customer orders and gives practical expert advice on how to solve them. Host Greg Collins also gives an actual industry example and sets some key performance indicators for success.