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A Standard Approach to Process Documentation by Lombardi Software December 21, 2009 - (Free Research) Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers. Listen as Rachel shares her experience and covers key learnings.  (WEBCAST) READ ABSTRACT |

TechWiseTV: Unlocking the Potential of Virtualization by Cisco Systems, Inc. July 30, 2009 - (Free Research) Virtualization has become the standard in data centers today with its ability to allow IT pros to do more with less – but it still has its challenges. Watch this episode of Cisco TechWiseTV to learn how to overcome these challenges to take full advantage of virtualization.  (WEBCAST) READ ABSTRACT |

East Carolina University registers cost savings with EMC information infrastructure – IT consolidation postpones costly data center expansion by EMC Corporation December 17, 2009 - (Free Research) As 27,000 students and 7,000 faculty and administrators expanded their use of e-mail, online research, distance learing, and other online functions, ECU’s information storage had doubled annually for three years in a row. ECU engaged EMC® Global Services to help them virtualize, consolidate, and upgrade its information infrastructure.  (CASE STUDY) READ ABSTRACT |

Online Training Case Study by SyberWorks, Inc. December 2008 - (Free Research) The operations division in a large multibillion-dollar service company had significant challenges training its franchisees to overcome these challenges the company purchased and installed the SyberWorks Training Center with a 250-seat license.  (CASE STUDY) READ ABSTRACT |

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP AG September 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.  (WHITE PAPER) READ ABSTRACT |

Help Desk vs. Service Desk: Which One is Right for You by Numara Software March 2009 - (Free Research) This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.  (WHITE PAPER) READ ABSTRACT |

Green IT Matters at Wipro LTD by Wipro Technologies September 2009 - (Free Research) In September 2009, Wipro Ltd (Wipro), a global corporation in the Information Technology Enabled Services (ITES) industry which was head-quartered in Bangalore, India, was reviewing its Green IT plan. Read this white paper to learn more about Wipro's quest to become a true ecologically sustainable company.  (WHITE PAPER) READ ABSTRACT |

Enterprise, Back-Office Applications Propel our Business: An order management system, payroll and customer call center that connects your organization with customers and employees by IBM October 2009 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Empowerment as a Growth Strategy by Oracle Corporation September 2007 - (Free Research) Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.  (WHITE PAPER) READ ABSTRACT |

Load Testing 2.0 - The Next Generation of Load Testing for the Web 2.0 World by Gomez July 2009 - (Free Research) Read this paper to learn why Load Testing 2.0 solutions are needed and who benefits. Learn best practices to get business value out of advanced load testing features, the limits of load testing 1.0 solutions, how today's approach complements existing 1.0 solutions, and what factors are important for selecting successful Load Testing 2.0 solutions.  (WHITE PAPER) READ ABSTRACT |

Achieving Business Agility with Application Grid by Oracle Corporation December 2008 - (Free Research) Application grid brings the same type of efficiency, scalability, and quality of service to the application layer. Discover how to get greater efficiency, exceptional agility, and superior quality of service with an application grid.  (WHITE PAPER) READ ABSTRACT |

Improved Manageability and Availability Spur Move to Virtualize Desktops by AMD and VMware, Inc (E-mail this company) July 2007 - (Free Research) Many companies have turned to virtualization technologies for their servers and in their data centers to simplify administration and to reduce management chores and operating costs while maintaining reliability and safeguarding against disasters. Companies are now looking to apply the same technology to their desktop computers.  (WHITE PAPER) READ ABSTRACT |

IT Automation: Going Beyond the Obvious to Find Real Cost Savings by BMC Software, Inc September 2009 - (Free Research) Enterprise Management Associates® (EMA®) research shows 75% of CIOs are facing budget cuts. Most CIOs need to go beyond obvious cost reduction measures to address the largest single IT cost - staff. This whitepaper will discuss the ways that Workload automation can effect real cost savings.  (WHITE PAPER) READ ABSTRACT |

Remote Support Center Solution - 30 Day Free Trial! by ScriptLogic Corporation September 2009 - (Free Research) 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.  (TRIAL SOFTWARE) READ ABSTRACT |

Case Study: Unified Communications and Indiana University Medical Group by CDW Corporation September 2009 - (Free Research) 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.  (CASE STUDY) READ ABSTRACT |

Cisco Unified Communications: Unifying Communications Infrastructure by Global Knowledge December 2008 - (Free Research) Cisco's unified communications vision combines individual systems with different communications capabilities into a cohesive, powerful communications ecosystem that allows a business to revolutionize itself overnight.  (WHITE PAPER) READ ABSTRACT |

SAP® Support of the Healthecare Supply Chain's Ongoing Effort to Ensure Patient Safety and Drive Business Value by SAP AG June 2009 - (Free Research) The Center for Healthcare Supply Chain Research (formerly the HDMA Research & Education Foundation) recently published an important study concerning data management and data sharing in the healthcare supply chain. This whitepaper discusses the key conclusions of their study.  (WHITE PAPER) READ ABSTRACT |

eBook: Best Practices for DB2 on z/OS Performance by BMC Software, Inc April 2009 - (Free Research) This book contains general information about improving performance for DB2 on z/OS and specific information about how BMC products help improve performance.  (EBOOK) READ ABSTRACT |

Blackberry Solution Used for Roadside Surveys on Child Seat Safety by BlackBerry February 2009 - (Free Research) When researchers from the University of Windsor needed a mobile strategy for conducting a National Child Seat Safety Survey across Canada, they turned to a Blackberry to help gather the data and accurately download the it automatically to an analytical database.  (CASE STUDY) READ ABSTRACT |

Presentation Transcript: Picking the Right Thin Client by Pano Logic, Inc December 2009 - (Free Research) This presentation transcript, 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.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Communications Skills for Remote Support by LogMeIn, Inc. September 2009 - (Free Research) A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.  (WHITE PAPER) READ ABSTRACT |

Reduce CPU Usage with 'SMART' SQL by BMC Software, Inc November 2009 - (Free Research) This paper discusses how and why to design SQL that will reduce the number of times calls are made to DB2. We'll look at how to write SMART applications rather than writing applications that act like generic I/O modules to DB2, properly tune SMART SQL, and how to exploit SQL and application features in DB2 on z/OS version 8 and 9.  (WHITE PAPER) READ ABSTRACT |

RAID FAQ by Nexsan Technologies November 2009 - (Free Research) Twenty years old, RAID has become a standard and transparent feature. What is RAID, and how does this technology fit into the storage landscape? This expert FAQ podcast answers common questions about RAID, explores the different levels of this technology, and overviews the implementation stages and obstacles.  (PODCAST) READ ABSTRACT |

Podcast- Picking the Right Thin Client by Pano Logic, Inc November 2009 - (Free Research) 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.  (PODCAST) READ ABSTRACT |

Managing the Amazon Elastic Compute Cloud with CA by CA October 2009 - (Free Research) Read this paper to learn how innovative management solutions from CA add comprehensive support for Amazon EC2 with real-time automation, application performance, service, and database management.  (WHITE PAPER) READ ABSTRACT |

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