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. 

The Customer Experience IQ (CEIQ) report identifies the six secrets of highly effective customer experience programs that every company can use to create true customer loyalty. Read this paper to learn which customer experience programs that organizations have implemented are most effective at driving customer loyalty. 

ITV.com’s IT management sought a future-proofed solution that would improve overall performance and future proof for High Definition editing without increasing the physical storage footprint requirements of their small datacenter. Nexsan was the only company that could deliver the solution they required. 

Join noted backup expert W. Curtis Preston LIVE online on September 17, 2009 for a 3-part presentation on backup planning for 2010. Get expert tips on where to add efficiency to your backup operations now -- and gain valuable information on the biggest backup trends being deployed in IT shops as we move towards year end. 

In February 2008, CFO Research Services, a unit of CFO Publishing and part of The Economist Group, began a research project with Business Objects, an SAP company, asking senior finance executives to give views on their priorities and challenges around integrating operational and financial planning processes. 

Relying on tape backup for branch-office data protection is costly and risky. This white paper examines some of the strategies and technologies available for backing up remote or branch offices. 

Review common frustrations that organisations experience when implementing and managing encryption technology. Nigel Stanley of Bloor Research reveals top tips for avoiding encryption chaos and references recent headlines to emphasize the need for encrypted data. 

The retail giant Tesco has aggressive plans for global growth and has expanded its international presence significantly, including penetration of the huge US market. A key element in its expansion plan is its common operating model, which called for crucial mainframe applications to be modernized to run on standardized platforms worldwide. 

Following a Business Process Outsourcing agreement for the administration of Life and Pension products, HCL Insurance BPO Services, undertook a full analysis of the inherited infrastructure. A risk was identified with the third party mainframe used to host its CAPSIL insurance application. 

Evaluating the various data security options to protect your PCs can be challenging. This paper examines the options, discusses why passwords alone are not sufficient and makes the case for strong data encryption. 

In this FAQ with Jeff Boles, Jeff discusses the ins and outs of file virtualization. He tells users the benefits and drawbacks of file virtualization, which file virtualization products are on the market and how they might work in specific IT shops, as well as how file virtualization affects replication or migration of files. 

Using interactive media such as Webinars can help marketers effectively balance quality with quantity when it comes to lead generation. Download the white paper to learn more.