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Providing customers with a great experience used to be easy as long as you had friendly, attentive employees to help them through their purchase or service needs. The virtual world has dramatically changed this dynamic, fundamentally...
March 7, 2008
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There is much discussion around leveraging Service Oriented Architecture (SOA) and the Enterprise Service Bus (ESB) to align IT with the needs of the business. But why is an ESB better suited to delivering business value than the...
February 22, 2006
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Learn what web visitors have to say about current online tools for site search and self-service from this Jupiter conducted survey. The Internet continues to evolve into an increasingly valuable research, shopping and customer...
January 15, 2010
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Information Technology Service Management (ITSM) -- how IT is delivered inside an enterprise as a service -- and a related area, the quickly evolving Information Technology Infrastructure Library (ITIL), form complementary trends...
February 21, 2007
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One important area where organizations can use technology to improve productivity is by removing data silos and integrating Customer Relationship Management (CRM) with their Enterprise Resource Planning (ERP) solution. Many small-to-midsized...
April 1, 2012
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As organizations utilize the Internet for almost every aspect of their business operations, a distributed denial of service (DDoS) attack can put the entire enterprise at risk. Falling victim to DDoS can mean tremendous consequences to...
April 15, 2012
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It's a new era of customer service. Find out how next generation self-service can help your business. Watch this webinar hosted by IntelliResponse and featuring Dr. Natalie Petouhoff, Senior Analyst at Forrester Research,...
March 10, 2010
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Not doing Social Publishing? You’re behind. Social technologies on the web have changed forever how organizations of all sizes interact with their customers to gather feedback, improve customer service, and protect and grow...
September 20, 2011
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Contact centers are under pressure to reduce costs and improve customer satisfaction. Aberdeen research shows that Best-in-Class companies are adopting new service delivery models to improve the availability of contact center resources....
August 27, 2011
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To survive and thrive in an everything-as-a-service marketplace, SaaS vendors must be able to quickly respond to shifts in customer expectations and competitive landscapes. One-price SaaS limits revenue, market penetration and...
July 5, 2011
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