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This resource reveals how a Business Intelligence Competency Center (BICC) can help you better leverage your investment in technology and improve the effectiveness of knowledge workers, enhance fact-based business processes, and much more.
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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.
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Access the following white paper to uncover a more effective, accurate, and faster knowledge-capture mechanism that reduces data-mining and system-specific knowledge transfer time. Read on to learn more.
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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.
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Email has become an integral part of the business workflow. This paper explains why email archiving must be an integral part of every organization and examines the different methods for deploying and managing email archive solutions in an organization.
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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.
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Learn about the evolution of operational business intelligence (BI), the components of an operational BI solution, and the experiences of four companies that have implemented real-world, operational BI solutions.
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Application development organizations have a wide variety of programming languages and technologies to choose from. In this white paper learn how Oracle Database 11g delivers a highly productive and powerful set of application development tools.
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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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This white paper discusses the advantages and benefits of implementing a distributed scanning and capture solution. Learn how to improve document management and better meet compliance requirements.
