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. 

Converged voice and data networks are becoming a major part of every IT strategy. There are significant advantages in bringing together voice, video, e-mail, instant messaging, business data, and office applications in a single, integrated network. Convergence is not just about cost savings anymore. 

In an effort to drive profitability and rein in costs, businesses are continually seeking to improve operational capabilities. Primary to this objective are today’s burgeoning network infrastructures which are continually being asked to do more. 

Join our guest speaker Krystal Sautter, of Moving Beyond the Bricks, as she outlines what it takes to get moving. Watch this webcast to learn how to use virtual infrastructure, staff for at-home positions and manage, train and coach home agents and evaluate your results. 

Small businesses in particular have to do more with less, without compromising the ability to deliver quality products and services to their customers. Unified communications and Web 2.0 collaboration tools can help your employees be more productive right from their desktops, simply, easily, and cost-effectively. 

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. 

IBM has created a pair of complementary views to bridge the communication gap between the business and the technical perspectives of security to enable convergence in thought and process. The IBM Security Framework addresses the business view, and the IBM Security Blueprint addresses the technical view. 

A recent worldwide survey listed business intelligence (BI) as CIOs' number one priority for 2008, the third consecutive year BI topped the list. From a business user perspective, this translates into more interactive and pervasive BI, both creating a richer user experience and reaching every place where work is done. 

This Pocket E-Guide examines using one or more of the compliance regulations as a framework rather than relying solely on the traditional information security guides to build a security framework. 

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

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. 

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