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. 

Actuate BIRT Interactive Viewer is a web-based tool for the interactive analysis and modification of reports. Download this white paper to learn how with Actuate BIRT Interactive Viewer end users can change formatting, hide, add or move data, create charts, sort data and apply functions to data. 

When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained. 

The demands on your data center are constantly increasing, and with data growing even fifty-fold in three years, how can you stay ahead? How can you optimize your data center? Take this interactive data center tour and learn more. 

Marcio Nespatti, Alcatel-Lucent, discusses the latest research on next generation advertising. 

This white paper describes how various UPS topologies work and looks at the impact of operating mode on five key factors of UPS performance 

This interactive teleconference will answer your questions about combining social software (instant messaging, team wikis, blogs, and professional networks) with software delivery tools. 

When offered a list of Web 2.0 types of site, only 17% of global IT managers in large companies identified correctly that all of them would come under the banner of Web 2.0. Learn more about Web 2.0 in this report. 

bwin Interactive Entertainment is an online gaming company that needed to quickly become PCI compliant, implement IT policies that would facilitate the company’s rapid growth, and generally ensure that their online offerings are all trustworthy, safe, and secure. Read this case study to learn how Tripwire solutions helped bwin meet all their needs. 

Thought leaders from Intel, Thomson Reuters, IBM, VMware, SAP, and Microsoft highlight this series of interactive videos and webcasts for IT decision makers, analysts, journalists, and interested parties worldwide. 

Mobile banking is quickly growing in popularity among young, affluent, tech-savvy smartphone users in America and Canada. As a result, financial institutions will have a highly interactive and expandable line of services and devices they can use to engage their customers. 

Join Grady Booch in a freewheeling, interactive conversation on the future of software delivery in the current internet culture and new social media vehicles.