ANALYST REPORT - This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders.
Posted: March 9, 2010 | Published: September 1, 2009


Topics:  Best Practices | Contact Center Management | Contact Center Services | Contact Center Workforce Management | Contact Centers | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Productivity | Self-Service Applications Software

WHITE PAPER - This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age.
Posted: March 9, 2010 | Published: March 5, 2010


Topics:  Call Centers | CRM | CRM Services | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Productivity | Social Networking

ANALYST REPORT - The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.
Posted: March 9, 2010 | Published: June 1, 2009


Topics:  Benchmark Testing | Best Practices | Call Center Management | Call Centers | CRM | CRM Software | Customer Satisfaction | Customer Service | Customer Service Best Practices | ERP | Metrics | Performance Testing | Productivity

WEBCAST - Join this chat to get answers from experts on how Desktop Virtualization can help you save costs, add more flexibility, better management and security in your Enterprise. Post questions now and review the answer during the live chat on March 23rd from 11am-2pm ET.
Posted: March 9, 2010 | Premieres: March 23, 2010


Topics:  Application Deployment | Applications Management | Desktop Virtualization | Desktop Virtualization Software | Enterprise | Enterprise Content Management | Virtual Desktop Infrastructure

WHITE PAPER - This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support. 
Posted: March 5, 2010 | Published: April 1, 2009


Topics:  Call Center Management | Call Center Services | Call Centers | CRM | CRM Services | Customer Interaction Services | Customer Self-Service | Customer Service | Customer Support Software | IVR | Self-Service Applications Software

PRESENTATION TRANSCRIPT - In this presentation transcript, experts Sacha Dawes and Kenon Owens discuss topics including best practices to monitor virtual and physical workloads, meet high availability needs, improve CMBD, asset management and integrating a self-managing solution to accelerate troubleshooting and problem resolution.
Posted: February 24, 2010 | Published: February 23, 2010


Topics:  CMDB | High Availability | IT Best Practices | IT Management | SLA | Systems Management | Systems Management Software | Troubleshooting

VIRTUAL TRADESHOW - By attending this complimentary, interactive, virtual seminar, you receive independent expertise focused on the evolution of Exchange Server, the limits and the pain points of previous versions, and critical considerations to keep in mind before making the decision about moving to Exchange Server 2010.
Posted: February 11, 2010 | Premieres: March 16, 2010


Topics:  High Availability | Microsoft Exchange | Security Management

EGUIDE - To keep up with the security risks that come with mobile devices, you need to know how to test Windows Mobile security, which tools are best for use with Windows-based handhelds and about general mobile device hardening best practices. With these no-cost security testing tools, you can check network security from Windows handheld devices.
Posted: January 29, 2010 | Published: January 27, 2010


Topics:  Handheld Device Security | Handheld Devices | Laptop Computers | Mobile Device Management | Mobile Device Management Software | Password Management | Passwords | PDA | Security Best Practices | Smart Phones | Windows Security

EGUIDE - Security tools that improve Windows Mobile security can be hardto find. Take a look at this list of security tools, as put together by Windows security expert Kevin Beaver.
Posted: January 29, 2010 | Published: January 27, 2010


Topics:  Authentication | Handheld Device Security | Handheld Devices | Laptop Computers | Mobile Device Management | Mobile Device Management Software | Password Management | Security Best Practices | Smart Phones | Windows Security

EGUIDE - Security for Windows Mobile is a very real concern that cannot be ignored. Learn about the risks connected with mobile devices and some organizational must-haves in this tip.
Posted: January 29, 2010 | Published: January 27, 2010


Topics:  Authentication | Handheld Device Security | Mobile Device Management | Mobile Device Management Software | Password Management | PDA | Security Best Practices | Smart Phones | Windows | Windows Security

SCREENCAST - This screencast details a software-plus-services or cloud computing approach that creates innovative, robust software combined with the power of the Internet.
Posted: December 29, 2009 | Premiered: December 29, 2009


Topics:  Business Intelligence Software | Cloud Computing | Internet | Platform as a service | Server Virtualization | Software | Software as a Service | Software Project Management

PODCAST - In this second podcast in a series of three, Augusto Valdez of Microsoft discusses the new mobile messaging features of Exchange 2010. Specifically, Valdez highlights the ease of implementing mobile messaging with Exchange 2010 and how to secure and manage devices once they are deployed in an organization.
Posted: November 20, 2009 | Premiered: November 20, 2009


Topics:  Microsoft Exchange | Mobile Device Management | Smart Phones | Wireless Services | Wireless Telephones | Wireless Telephony Systems

PODCAST - In this third podcast in a series of three, Augusto Valdez of Microsoft discusses the application advantages of Windows Mobile. Specifically, Valdez reviews what makes Windows phones a good platform for developing mobile applications, how to go about gaining access to applications for Windows phones and how to secure applications on mobile phones.
Posted: November 20, 2009 | Premiered: November 20, 2009


Topics:  Enterprise Applications Software | Microsoft Exchange | Mobile Device Management | Wireless Services | Wireless Telephones | Wireless Telephony Systems

PODCAST - In this three-part series podcast, hear from an industry expert as he discusses what's new with Windows Phones. Uncover why Windows Phones on Exchange server is the best mix for your enterprise and key advantages of leveraging business applications through Windows Phones.
Posted: November 20, 2009 | Premiered: November 20, 2009


Topics:  Application Development | Mobile Device Management | Mobile Middleware | Mobile Workers | Smart Phones | Wireless Services | Wireless Telephones | Wireless Telephony Systems

WHITE PAPER - This paper explains why unified communications is essential and why Windows® Phones are ideally suited to serve as the "mobile connection" in a unified communication environment.
Posted: November 19, 2009 | Published: November 19, 2009


Topics:  Business Intelligence | Collaboration | Mobile Device Management | Mobile Device Management Software | Mobile Middleware | Mobile Workers | Smart Phones | Unified Messaging | Windows