WHITE PAPER:
Read this white paper to learn how records management as part of an enterprise content management (ECM) solution delivers substantial ROI through reduction in corporate risk, lower operational costs, and improved productivity.
WHITE PAPER:
In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
WHITE PAPER:
QA organizations are under increasing pressure to complete their testing in ever-shorter time frames. To meet these challenges, these organizations are pursuing several different strategies to accomplish their goals.
WHITE PAPER:
This paper shows how SAP customers, with the help of IBM's ECM (enterprise content management) products, are able to implement a unified content strategy.
WHITE PAPER:
This resource reveals how a Business Intelligence Competency Center (BICC) can help you better leverage your investment in technology and improve the effectiveness of knowledge workers, enhance fact-based business processes, and much more.
PRESENTATION TRANSCRIPT:
In today's economic environment, it is imperative that companies begin addressing ways to manage all information assets in an integrated, holistic way. Philip Howard, Research Director for Bloor Research, and Chris Baker, Senior Vice President at Oracle, discuss best practices for obtaining a fully integrated Enterprise Data Management platform.
EGUIDE:
Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.
WHITE PAPER:
Organizations are at risk if they do not plan to implement an enterprise-wide security and event data warehouse to make strategic decisions. This paper introduces Event Data Warehouse, a unique, cost effective and proven solution, that provides actionable results that enable better business decisions.
PRESENTATION TRANSCRIPT:
Why do most organizations continuously fail in utilizing knowledge? In this presentation transcript, learn from case studies that illustrate how you can optimize the value of knowledge in your organization through improving e-discovery and data retention practices and eliminating wasteful and under-utilized tools.
WHITE PAPER:
Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
