WHITE PAPER - This white paper discusses five rules for negotiating that can help make the transaction more pleasant for everyone involved and better your chances at getting what you want.
Posted: May 1, 2009 | Published: May 1, 2009


Topics:  Business Communications | Business Consulting Services | Business Development | Business Intelligence | Business Management | Business Processes | Negotiation

WHITE PAPER - This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Customer Self-Service | Customer Service | Customer Service Best Practices

WHITE PAPER - This paper highlights common mistakes companies make in a down economy and discusses how organizations can use business intelligence to avoid them. Use the self-assessment questionnaire at the end of this paper to determine the level of business intelligence opportunity across your organization.
Posted: September 28, 2009 | Published: September 28, 2009


Topics:  Business Continuity Planning | Business Intelligence | Business Management | Business Performance Management | CEOs | CFOs | CIOs | Cost Benefit Analysis | Decision Support Systems | ROI | Strategic Planning

WHITE PAPER - Implementing Enterprise Resource Planning (ERP), Contact Relationship Management (CRM), and Enterprise Asset Management (EAM) is complicated. Here are six simple steps to take to manage that complexity.
Posted: February 4, 2008 | Published: January 1, 2007


Topics:  Budgeting | Business IT Alignment | Business Process Management | CRM | ERP Software | Project Management | ROI | Strategic Planning

WHITE PAPER - Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Customer Service | Customer Service Best Practices | Knowledge Management

WHITE PAPER - In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Customer Service | Customer Service Best Practices | Help Desk Management | Help Desks

WHITE PAPER - This paper explores seven innovations and best practices for "green customer service" that are being adopted by best-of-breed contact centers. It does not cover known green practices in infrastructure areas such as power consumption or virtualization, but focuses on processes for greening complex customer service interactions.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Business Processes | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Service | Customer Service Best Practices | VoIP

ANALYST REPORT - One big area organizations often find easy ways to improve is in its facilities/real estate management. Cutting consumption translates into cost savings and helps the environment. Reducing your overall square footage reduces your electrical consumption and your carbon emissions. Read this analyst insight to learn how to get started.
Posted: January 29, 2010 | Published: November 1, 2009


Topics:  Buildings and Facilities | Business Intelligence | Business Management | Enterprise | Environmental Standards | Green Data Center | Power Consumption Monitoring

ANALYST REPORT - After a year of silence surrounding SAP’s newest Enterprise Resource Planning solution, SAP Business ByDesign is back. Read this Aberdeen Group paper for an analyst’s review of the product, including insights on the product’s price, functionality, and versatility.
Posted: September 28, 2009 | Published: May 15, 2009


Topics:  Business Intelligence | Business Management | Business Performance Management | Business Process Management | ERP | ERP Software | SaaS ERP | SAP (Product)

WHITE PAPER - Because the economic downturn has put cost efficiency at the top of the corporate agenda, this paper advises companies to leverage an IT-agile shared development environment and consolidate their network resources while providing common points of integration for voice and rich media services.  Read on for expert advice on achieving this.
Posted: March 11, 2010 | Published: March 11, 2010


Topics:  Business Intelligence | Business Management | Business Performance Management | Business Process Management | Communications Software | Telecommunications Management Software | Telephony Services

WHITE PAPER - In today's rapidly changing business environment, organizations of all types face one common and persistent challenge: how to become—and remain—agile enough to satisfy ever-increasing customer expectations and accommodate new compliance mandates, all while staying ahead of the competition. The solution is building business based on SOA principles.
Posted: December 23, 2009 | Published: August 1, 2008


Topics:  Business Integration | Business IT Alignment | Business Management | Business Process Management | Business Process Management Software | Oracle (Product) | SOA

WHITE PAPER - Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility..
Posted: April 21, 2009 | Published: February 1, 2009


Topics:  Business Process Automation | Change Management | Collaboration | Compliance (Systems Operations) | CRM | Customer Loyalty | Customer Service | Customer Support Software | Knowledge Management | Reporting Software | Workflow Software

WHITE PAPER - This paper details non-disruptive strategies for eliminating performance problems in existing data integration environments.
Posted: October 29, 2009 | Published: October 28, 2009


Topics:  Business Management | Business Performance Management | Business Process Management Software | Data Management | Data Management Software | Database Performance Management | Database Performance Management Software | Performance Testing

CASE STUDY - When Sun Country Airlines needed a solution to give employees data about flights and information to improve customer service and operations management, they turned to Blackberry. The Solution? Six highly useful applications were created for 50 BlackBerry smartphones to help airline employees check everything from delayed flights to lost baggage.
Posted: February 25, 2009 | Published: February 25, 2009


Topics:  Business Intelligence | CRM | Customer Service | ERP | Microsoft Exchange | Mobile Device Management | PDA

CASE STUDY - Trixell is a medical device world leader. Its products can be found in half of all X-ray machines produced worldwide. In eight years, production has increased 50-fold – a huge success, but also a huge challenge. Watch this video to learn more about Trixell and how they’ve overcome the many operational challenges involved in such rapid growth.
Posted: February 23, 2010 | Published: December 8, 2009


Topics:  Business Management | Business Process Management | Enterprise Systems | ERP | ERP Software | Manufacturing | Manufacturing Execution Systems | Manufacturing Industry | Operational Support Systems