WHITE PAPER:
It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.
WHITE PAPER:
Learn how an Enterprise Content Management (ECM) solution can securely capture, declare, classify, store and dispose of both electronic and physical records according to fiscal, legal and regulatory requirements.
WHITE PAPER:
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
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Accenture surveyed 162 CIOs in North America and Europe about their IT investments and plans, with a focus on information management strategies and technologies.
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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:
Executives, managers, and business users need the ability to quickly discover, collect, analyze, and share relevant information and they need to be able to answer their own questions as they have them. Read this quick report to learn more about a solution that addresses just these needs.
WHITE PAPER:
Learn from the success one of the largest U.S. retailers who implemented an integrated global HR outsourcing solution that combined process, technology, domain, and service delivery expertise.
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Enterprise social applications are the next generation of collaboration and productivity tools, capturing the interpersonal knowledge of workers and the implicit connections among people, systems, and data.
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.
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.
