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Business Process Modeling with UML by IBM

November 13, 2009 - (Free Research)
In this screencast, get the background on UML and BPM and see a demonstration of how activity diagrams can be used to model business processes. 
(VIDEO) READ ABSTRACT |

Technical diagrams of SharePoint 2010 Architecture by Microsoft Corporation India Pvt Ltd

November 12, 2009 - (Free Research)
This article contains a number of technical diagrams describing Microsoft SharePoint Server 2010 features, upgrade considerations, and benefits. Many of these resources are visual representations of recommended solutions. They include poster-sized documents available in formats including Microsoft Office Visio 2007 files, PDF files, and XPS files. 
(WHITE PAPER) READ ABSTRACT |

The Return on Investment for PC Refresh by Intel Corporation

March 18, 2009 - (Free Research)
In this video, John Mahvi, PC Fleet Manager for Intel IT diagrams the financial logic Intel IT uses to justify a regular refresh of Intel's PC fleet. By maintaining a refresh cadence of approximately 3 years, Intel gains the benefits of increased security and manageability capabilities, as well as increased productivity and lower overall costs. 
(WEBCAST)

A Standard Approach to Process Documentation by Lombardi Software

December 21, 2009 - (Free Research)
Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers. Listen as Rachel shares her experience and covers key learnings. 
(WEBCAST) READ ABSTRACT |

Just Enough Early Architecture to Guide Development by TheServerSide.com

October 21, 2009 - (Free Research)
This session is designed to help you capture the best architecture/technical solutions and ensure that they are repeated by all developers. 
(VIDEO) READ ABSTRACT |

Data Center Facilities IT Handbook: Mastering data center climate control by Dell, Inc. and Intel

May 29, 2009 - (Free Research)
This SearchDataCenter.com eBook takes a look at how to master the climate control for the data center. Organizations are creating more heat in smaller places which in turn requires efficient and effective climate control. Read this paper to learn more about how to properly cool your data center. 
(EBOOK) READ ABSTRACT |

Weighing your call center hosting options by inContact

December 17, 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 03, 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 |

Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers by inContact

December 03, 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 |

12 Things to Know When Troubleshooting Your Network by Global Knowledge

December 2008 - (Free Research)
This white paper addresses twelve common issues that network administrators should examine when troubleshooting network problems. 
(WHITE PAPER) READ ABSTRACT |

ER/Studio 8.0 - Database management for the Enterprise by Embarcadero Technologies, Inc.

May 2009 - (Free Research)
Database architects and administrators need to discover, document, and re-use data assets; reverse-engineer, analyze, and optimize existing databases; and design to comply with regulatory requirements and organizational standards. 
(TRIAL SOFTWARE) 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 |

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 |

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 |

The iPhone is Here to Stay: What’s an Enterprise to do About it? by Sybase, Inc.

September 2009 - (Free Research)
Read this brochure to learn how iAnywhere Mobile Office offers enhanced network security, data protection, device management, profile administration, cross-platform support, and deployment features all available through Apple’s App Store. 
(BROCHURE) 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 |

Get More Value for Less Money with Microsoft Dynamics CRM Online by Microsoft

December 2009 - (Free Research)
Microsoft Dynamics CRM Online provides fast online access, simple contact management and better sales performance for a low monthly cost - the best value on the market today. For Salesforce.com and Oracle CRM On Demand customers, it gets even better! Eligible organizations can get six months of Microsoft Dynamics CRM Online - at no charge. 
(TRIAL SOFTWARE) 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)

Executive Search Firm Implements New CRM System, Improves Productivity by 25 Percent by Microsoft

April 2008 - (Free Research)
Devine Capital had relied on Microsoft® Office Outlook® and the Encore contact management tool to meet this need. However, the Encore interface was rigid and did not integrate effectively with Outlook. After implementing Microsoft Dynamics™ CRM 4.0, time spent on daily administrative tasks was reduced by 25 percent. 
(CASE STUDY) READ ABSTRACT |

The 10 Worst Practices for Technical Support and How to Overcome Them by NTR Global

October 2009 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

KnowledgeNote: Like a Fine Wine, Leads Get Better Over Time by KnowledgeStorm, Inc (E-mail this company)

February 2007 - (Free Research)
Research from KnowledgeStorm shows that a high percentage of leads that begin their research on the Web ultimately result in an active project. The technology vendors that nurture these Early Stage leads are often in a better selling position than those vendors that later "pile on" to more advanced, but also more competitive, leads. 
(WHITE PAPER) READ ABSTRACT |

Mobile Sales Force at Growing Company Benefits from Mobilizing CRM Information to the Field by BlackBerry

February 2009 - (Free Research)
Sales Partnerships needed a way to coordinate the activities of the outsourced sales force services it offers. They wanted a solution that would help maximize the productivity of the sales force by tracking sales activities, handling territory management, and creating a high level of accountability for the sales representatives working... 
(DATA SHEET) READ ABSTRACT |

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