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. 

Banks need to get smarter, attract the right customers, implement customer level risk management, and implement risk adjusted customer relationship pricing and all of this is dependent on trusted data. This paper examines the impact of unreliable data on retail banks. It then defines the requirements needed to guarantee data reliability in banking. 

Learn how the IT department of C&D Technologies used PowerTech's Authority Broker to meet their compliance, security and reporting requirements. With Authority Broker installed, you'll be able to meet audit requirements by managing and monitoring IT staff’s access to production systems, and protect critical corporate assets. 

In this research report, we examine five of the critical issues that are creating new opportunities for the accounting profession and nine key strategies for obtaining competitive advantage. 

In this white paper, learn how wealth management firms can use client relationship management (CRM) strategies and technology to build relationships as trusted advisors, maximize share of wallet, and increase productivity. 

This podcast explores the key changes made to Windows Server 2008 R2 in Active Directory, Group Policy and Terminal Services. Discover how your organization can leverage these improvements for reduced costs, increased control and improved efficiency. 

In this presentation transcript, IT author Jonathan Hassell walks you through some of the key changes made to R2 in three key areas: Active Directory, Group Policy and Terminal Services. 

Read this white paper to to learn how VMware View can help IT administrators decrease operating costs by centralizing management, data protection and security. 

This complete product suite is designed to facilitate the development, dissemination, measurement, and management of corporate knowledge to improve productivity and performance. 

Read this Dell case study to learn how a restaurant franchisee gets its IT cooking with the right reporting from Dell Software Inventory & Usage Management. 

Ensuring a consistent software build throughout an organization is one of the most expensive and time-consuming tasks facing any IT organization. Challenges include not only managing multiple client images for a range of hardware platforms and functional groups, but also meeting licensing and compliance requirements. ImageDirect can help. 

Read this whitepaper to learn about a software solution that brings together all the capabilities you need to respond effectively to these challenges by providing end-to-end event, performance and availability management so that, at all times, IT staff is able to understand any IT event in terms of its impact on the business.