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 paper focuses on consumer products manufacturers and the strategy of customer-focused innovation, exploring NGM study questions and examines business areas where customer-focused innovation has potential to influence performance outcomes. Read on to learn how ways to effectively identify and satisfy customer demand. 

This podcast, featuring Brian Madden and Gabe Knuth, provides expert advice to help you select the right thin client for your environment. Learn which features are important and how to manage thin clients effectively. 

In this paper, various configurations of Exchange Server 2007 are tested in physical and virtual environments to evaluate the performance scalability and to understand the sizing requirements for Exchange Server 2007 in a virtualized environment. 

Increasingly, corporations are taking control of their e-discovery process and striking a balance between in-house and outsourced resources. This whitepaper is a best practices guide on the mechanics of effectively and efficiently balancing in-house control with outsourced execution. 

Smart information technology (IT) practices reduce the environmental impact of conducting business, and help small and medium-sized businesses (SMBs) reduce expenses. 

This paper is intended to help simplify the process of starting a disaster recovery plan so as not to be so overwhelming. Through some basic steps, businesses can better protect themselves against data loss while working toward a more complete business continuity plan. 

In this video, Joel Bomgar, Founder and CEO of Bomgar Corporation, explains how Bomgar fits into the ITIL framework, accelerating your ITIL initiatives through more efficient and effective Incident Management and Problem Management. 

The goal of this paper is to paint the EIM landscape, noting its components but focusing on the importance of an overarching EIM strategy that focuses on corporate objectives while at the same time offering cross-functional support. 

Please join Kent Christensen, Virtualization Practice Manager, Datalink, as he analyzes and explains WAN efficiencies between data centers. In addition to the topic of transferring data over the WAN more efficiently between the primary and secondary data centers, much of the presentation will apply to small remote offices as well. 

In this expert E-Guide, brought to you by SearchDataCenter.com and Dell, you will gain insight into best practices for data center design and maintenance in today's down economy. 

This whitepaper will examine the trends and challenges associated with web-based services and MSPs, and will identify the best way to optimize network and application performance and security. We will look at today's best practices and examine how Blue Coat Systems is addressing requirements with an integrated solution. 

In this podcast, listen to expert Scott Sawyer explain how Dell Services can help you plan for modernization of your legacy Unix infrastructure.