White Paper Library
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White Papers
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Seven Fundamental Plays from the Coaching All-Star Playbook
Knowlagent
11/6/2009 5:03:01 PM
Seven Fundamental Plays from the Coaching All-Star Playbook All great coaches have their signature plays. Like most games, however, call center coaching isn't a one-play game. It takes ongoing dedication to a set of tried and true tactics, the basics that will win over time.
Read on for seven fundamental plays that are the hallmarks of great coaching in the call center.
Building Blocks for a Solid At-Home Agent Program
Knowlagent
11/6/2009 5:01:30 PM
Building Blocks for a Solid Work At-Home Agent Program This white paper outlines how to build and scale a work at-home agent program and answers the following questions: Can remote agents remain connected to your offerings and their team while outside the center walls? How will they be managed? How will they be trained? How will they be coached?
Cost-Cutting Insurance for Customer Service
Knowlagent
11/6/2009 4:59:34 PM
Cost-Cutting Insurance for Customer Service These top five cost-cutting methods for the call center have the potential to drive customers to the competition if done incorrectly and without the right safeguards. This guide will outline simple methods to provide that "insurance" for such methods as work at home agents and reducing headcount.
SIP Trunking – 10 Things You Should Know
AudioCodes
11/6/2009 10:05:57 AM
SIP Trunking has drawn a lot of attention as an exciting new service offering that can reduce operating expenses for telephone services across a wide range of businesses. SIP Trunking promises to eliminate the cost of the expensive dedicated TDM trunking circuits that connect businesses to the public telephone network and dramatically reduce the cost of local and long distance charges. For a business to leverage SIP Trunking and the associated cost savings, the business must be able to terminate a SIP trunk into their existing telecommunications infrastructure. This paper discusses 10 important issues that any business should know before making a decision about bringing SIP Trunking into their current infrastructure.
eBook: The Definitive Guide to Windows Application and Server Backup 2.0 – Chapters 1-3
AppAssure
10/20/2009 4:01:01 PM
Are you still making backups the old-fashioned way? Whether you back up Windows, Exchange Server, SharePoint, SQL Server, or virtualization servers, the old-school backup mentality may not be serving your actual needs. IT author and Microsoft MVP Don Jones explores the “Backup 1.0? mentality and its shortcomings, and proposes a new “Backup 2.0? way of thinking. He examines the true business needs behind backup (namely, quick recovery and as little lost work as possible), and proposes new techniques – using leading-edge technologies that are available today – that do a better job of meeting today’s business and technology needs. With special chapters devoted to Exchange Server, SQL Server, virtualization, and SharePoint, you’ll learn about new techniques and technologies designed to take backups out of the 1960’s and into the 21st century.
SQL Server Database Backup and Restore Planning
AppAssure
10/20/2009 3:49:14 PM
Whether a business is small, medium or large business, it must have a well-written plan for backing up the servers. Planning a backup strategy up-front and documenting not only the backup process but also the restore process, will save you a ton of time in the end. Because of its value to the company and the sensitive nature of it, the classification of data must be carefully considered in the planning stage.
Deduplication: Effectively Reducing the Cost of Backup and Storage
AppAssure
10/20/2009 3:47:07 PM
Reducing the cost of backup and storage starts with reducing the amount of data that is backed up and stored. Data deduplication ensures that the same, unchanged files are not repeatedly backed up during nightly processes. Reducing storage capacity alone is a strong argument for implementing data deduplication, but when integrated with server-based backup processes that also include data compression, the combined backup and storage savings are compelling.
Windows Server Disaster Recovery eguide
AppAssure
10/20/2009 3:41:49 PM
Windows Server applications are often mission critical. The impact of natural, random and man-made disasters on these applications, especially email, and their subsequent disruption can cripple an organization. This white paper from AppAssure Software offers advice for protecting your existing Windows Server infrastructure from disruptive application outages.
Leveraging Virtualization for Application Assurance
AppAssure
10/20/2009 3:36:21 PM
Business continuity. Application assurance. Virtualization. The applications that are most central to the productivity of every staff person in your organization are e-mail and SQL databases. They need reliable and consistent access to those applications in order to communicate with work peers, customers, and partners.
11 Myths About Microsoft Exchange Disaster Recovery
AppAssure
10/20/2009 3:34:39 PM
With the large variety of products available for all types of businesses, it is no surprise that there are several misconceptions about backup and recovery software. Learn how to improve your backup process, reducing outage windows.
Buyer's Guide: Sales Force Automation
Inside-CRM
10/19/2009 8:43:31 AM
This comprehensive buyer’s guide analyzes what SFA (Sales Force Automation) can do for your company. You'll get an in-depth understanding of what factors you need to consider when purchasing an SFA. Find out what solution is best for your sales, marketing and call center teams.
Accurate sales forecasting and CRM can make or break a business, yet many sales and marketing managers struggle to find an SFA solution that gets their team excited. This FREE information-packed guide will help you find the right solution for your sales and marketing teams. You'll get everything you need to consider when purchasing SFA for your company, including:
SFA Essentials — top product, vendor and cost considerations
Top advice from SFA buyers
Sales features
Customer service features
Marketing and campaign features
Mobile SFA integration
Compare 5 Leading CRM SFA packages side-by-side
Inside-CRM
10/19/2009 8:40:35 AM
CRM reaches into every corner of your business, so it’s no surprise that shopping for CRM SFA (Sales Force Automation) software is a complex matter.
This concise Comparison Guide reduces the clutter and focuses on the top 5 CRM SFA packages; saving you time and showing you:
Comparison of 46 cross-platform features side-by-side
How to organize your acquisition plan
Answer questions about products before you ask them
Steer you to the perfect CRM SFA package for your business!
Checklist: 10 Strategies for Choosing a Midmarket ERP Solution
Inside-ERP
10/19/2009 8:37:03 AM
It's a big market out there, but with a little savvy, midsized companies can make the new ERP market dynamic work to their advantage. To leverage the new realities of the midmarket ERP sector, this free ERP Checklist reviews 10 strategies you can use when shopping for a solution.
Cut through all the hype and find the most beneficial solution for your company. Expert advice in this free guide includes strategies and tips for getting the best ERP deals and advice on how to roll solutions out quickly.
Buyer's Guide: ERP Systems
Inside-ERP
10/19/2009 8:35:21 AM
Quality research is hard to come by and nothing is more important when considering IT solutions for your business. In this extensive, 40-page ERP Systems Buyer's Guide, Focus analysts have gathered all of the information you need into one definitive document.
Explore all aspects of the ERP market, and get insight into specific areas of interest, such as:
Top products, costs, and vendor considerations
Buying advice directly from buyer's like you
Tools and worksheets every buyer needs
Cisco vs. ShoreTel: Who Really Delivers Value for Large Enterprise Companies?
voip-news
10/19/2009 8:33:00 AM
The enterprise (medium to large-sized business) market is getting more and more attention from enterprise-level telephony and communication providers. But do these vendors' offerings adequately address enterprise business phone system needs? Find out how the leading enterprise telephony and communication providers, Cisco Systems and ShoreTel, compare by reading this in-depth report.
This white paper addresses topics including:
System Platforms & Scalability
Planned vs Actual Costs & Pricing
Deployment Time
Best-in-class Support & Redundancy
IVR & Unified Communications
Overall recommendations
The VoIP-News Enterprise PBX Buyer's Guide
voip-news
10/19/2009 8:30:38 AM
On premise IP PBX systems provide a great upgrade path for medium to large businesses to move to VoIP and get a wide range of new features and capabilities for their phone systems and business operations. In this buyer’s guide you will find details on what to look for, how to buy, what you can expect to pay, and how to get the most out of your investment in VoIP. You'll learn about the critical features and issues that will help you differentiate between the wide range of solutions on the market from established vendors like Avaya, Cisco or Nortel and also upstart new vendors like Fonality and Shoretel. This document covers the following topics:
Premise-Based PBX Overview
Market Overview
The Benefits of Premise-Based PBX
Descriptions of Basic and Advanced Features
Cost Breakdown
Enterprise PBX Comparison Guide
voip-news
10/19/2009 8:27:55 AM
VoIP News' in-depth comparison of leading Enterprise PBX Vendors including Avaya, Cisco and Shoretel covers features, services, pricing, support and more. This guide for customer premise equipment focuses on the needs of medium and large businesses.
This in-depth guide includes a comparison table of:
Pricing
Features by Vendor
Security
VoIP News Comments
And More . . .
Two Paths to Service Class Packet Optical
ECI Telecom
10/12/2009 2:45:45 PM
Service providers are taking two paths to this new infrastructure. One path focuses on resolving high bandwidth connectivity utilizing ROADM-based optical networks to create dynamic optical networks that efficiently manage higher bandwidth pipes. The alternative path focuses on packet efficiency by the creation of a network based upon direct interconnection of routers and switches. While there are advantages to both paths, ECI Telecom believes that the ideal solution allows a service provider to begin with either path and then evolve to a converged service class packet optical feeder and distribution infrastructure.
Best Practices for Network Transformation for Carrier Ethernet Services
ECI Telecom
10/12/2009 2:43:20 PM
ECI's 1Net architecture helps service providers converge core Ethernet and DWDM networks for increased service flexibility, while lowering operating and capital expenses. The ECI converged packet-optical solution optimizes the transport of edge and core traffic over the optical layer by lowering the cost structure of data services, thereby reducing both capital and operational expenses. ECI's converged network not only addresses the needs of operators, but also sets a new standard for network efficiency and service quality.
Do more with less thru Netcool?
IBM
10/9/2009 4:37:32 PM
This white paper outlines methods to help service providers improve overall operational efficiency within the service assurance operational environment. Learn how IBM Tivoli® Netcool® solutions can help service providers streamline their operations, improve responsiveness and reduce costs.
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