Featured Articles

  1. Software Evaluation Pitfalls 9/14/2010
    The following whitepaper is a compilation of software evaluation best practices, including what to look out for, aspects of the evaluation that may overlooked and pitfalls that often befall organizations. By Eval-Source
  2. White Paper: Building The Case For Best-Of-Breed Workforce Management Vendors 6/23/2010
    Many arguments have been made regarding the decision to purchase software from best of breed versus end to end vendors. There are valid points on each side of the discussion. Many best of breed companies have been absorbed by larger entities who promise a tightly integrated and seamless solution for all of your software needs. By Pipkins, Inc.
  3. Building The Case For Best-Of-Breed Workforce Management Vendors 6/23/2010
    Many arguments have been made regarding the decision to purchase software from best of breed versus end to end vendors. There are valid points on each side of the discussion. Many best of breed companies have been absorbed by larger entities who promise a tightly integrated and seamless solution for all of your software needs. By Pipkins, Inc.
  4. Retailers Transform Connected People Into Customer Relationship Agents 1/13/2010
    How well do your sales associates and customer service team actually know your customers? Do they approach each customer encounter as a simple stand-alone transaction or as one element in a multi-faceted relationship? Submitted By Microsoft Dynamics
  5. Real Marketing Analytics For Lead Generation 11/11/2008
    Marketing analytics has always been the buzzword for insight about the success of your marketing programs. But it actually has multiple meanings and can take marketing departments in many different directions. For the purpose of this whitepaper, we are going to stay very practical and therefore very simple. Marketing analytics really encompasses two main themes — What should I measure? and How do I easily gain visibility into program success? By LeadLife Solutions, Inc.
  6. White Paper: Real Marketing Analytics For Lead Generation 11/11/2008
    Marketing analytics has always been the buzzword for insight about the success of your marketing programs. But it actually has multiple meanings and can take marketing departments in many different directions. For the purpose of this whitepaper, we are going to stay very practical and therefore very simple. Marketing analytics really encompasses two main themes — What should I measure? and How do I easily gain visibility into program success? By LeadLife Solutions, Inc.
  7. White Paper: How To Help The Helpdesk: 21st Century Support For IT Professionals 10/16/2008
    Whether your company calls them Technical Support Technicians, Help Desk Representatives, or Strategic Support Analysts, in-house help desk professionals are an integral part of any business. Increasing productivity and satisfaction ratings while reducing costs and resources are the hallmarks of an effective IT help desk. Finding fast, accurate answers to end-user questions and problems are critical so that employees can continue working and meet deadlines. These savvy gurus are dedicated individuals that contribute much to the bottom line of any successful business, but sometimes even the experts don’t know all the answers. Did you ever wonder where they go when they need help? By C.J. Rayhill, Senior Vice President of Product Management and Technology, Safari Books Online
  8. How To Help The Helpdesk: 21st Century Support For IT Professionals 10/16/2008
    Whether your company calls them Technical Support Technicians, Help Desk Representatives, or Strategic Support Analysts, in-house help desk professionals are an integral part of any business. Increasing productivity and satisfaction ratings while reducing costs and resources are the hallmarks of an effective IT help desk. Finding fast, accurate answers to end-user questions and problems are critical so that employees can continue working and meet deadlines. These savvy gurus are dedicated individuals that contribute much to the bottom line of any successful business, but sometimes even the experts don’t know all the answers. Did you ever wonder where they go when they need help? By C.J. Rayhill, Senior Vice President of Product Management and Technology, Safari Books Online
  9. Mastering The Multi-Sourced Call Center For Maximum Savings, Optimum Service 7/16/2008
    At first glance, sourcing agents from multiple call centers — which mix in-house, remote, and outsourced call center agents to create a distributed, virtual call center — would seem to promise cost savings and flexibility. Agents from across town or across the globe can be quickly added to or subtracted from the call center agent pool to respond quickly to changing business needs.
  10. Mastering The Multi-Sourced Call Center For Maximum Savings, Optimum Service 7/16/2008
    At first glance, sourcing agents from multiple call centers — which mix in-house, remote, and outsourced call center agents to create a distributed, virtual call center — would seem to promise cost savings and flexibility. Agents from across town or across the globe can be quickly added to or subtracted from the call center agent pool to respond quickly to changing business needs.