Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more. 

Supporting remote or travelling workers has become an increasingly high priority for many IT departments. The remote workforce that was once thought of as "merely a trend" has now become the norm. 

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. 

With Oracle Applications Extension for Rational Performance you no longer have to jeopardize your business engine during an upgrade. You’ll eliminate risk, increase testing productivity, speedy delivery, and ensure the quality and scalability of your business systems. 

In this E-Book, data warehousing and BI expert Rick Sherman explains how you can take advantage of BI trends to ensure that you get the right information to the right people at the right times, so they can make the best possible decisions. 

IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. 

In this Expert E-Guide, brought to you by SearchDataCenter.com and Dell, you will discover the most prominent trends in today's data centers, including power usage, virtualization implementation, and much more. 

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. 

Read this transcript of the "Mission Critical Computing" webcast to learn about changing trends in the data center infrastructure. Discover tools to ensure high availability at a low cost to improve IT performance and find out more about innovations to data center operations to help you remain competitive. 

In this webcast, learn about changing trends in the data center infrastructure. Discover tools to ensure high availability at a low cost to improve IT performance. Find out more about innovations to data center operations to help you remain competitive. 

In its VMware server environment, Hershey Entertainment and Resorts (HE&R) needed to get more proactive visibility into its resource utilization and allocations to plan for future growth. 

The range and complexity of government information technology (IT) investments makes assessing their returns a daunting prospect. This white paper presents a public ROI assessment framework that addresses the shortcomings in the available methods and models for assessing public returns.