Of course you would. Customer interactions start with basic content such as images, an email message, an application, or e-form. Over time they evolve into unique, ever-changing “cases” involving human judgment, with process and decisions flowing to meet specific requirements. Get 7 tips that will aid you in learning about your customers’ interactions and help you improve services to them.

It’s ironic that although electronic records are the most voluminous records in any organization, they are the most difficult to manage with current records management solutions — if they are managed at all. In an electronic records environment, traditional records management solutions that rely on manual processes fall short. Learn how a records management system adequate for retrieving, processing, and archiving several thousand records per day becomes costly and unwieldy when applied to several million transactional records per day.

Human Resource documents contain some of an organization’s most sensitive and vulnerable information. Cost containment, compliance regulations, and accessibility are the key drivers accelerating the adoption of digital HR records management solutions. But creating a fully digital HR records management environment can be a monumental and expensive undertaking. By asking potential service providers the right questions up-front, companies can ensure that the solution they choose will deliver the return on investment and level of compliance risk management their company demands.

New virtual conference to address how to use social technologies to engage customers and empower staff -- and how to set up required governance and control

Sector-specific suites, dedicated customization, and best-of-breed add-ons are shoehorning Enterprise Content Management into many different industries.

Here are 8 ways in which “true” electronic forms can transform your business. This is especially important since according the Gartner, 85% of business processes rely on forms.

In the light of recent events such as the BP oil spill, the Toyota recalls, the banking crisis and high profile government email leaks, senior managers in 57% of organizations have become more conscious of the business risks of poor information management and records keeping.

In this report, we look at confidence levels in the integrity of electronic records, the business drivers for better management of electronic content, the adoption levels of records management (RM) systems, the strategies for their application, and the problems of email. We then review the issues of legal discovery across both paper and electronic records, and the benefits and returns reported by existing users of e-discovery systems.

AIIM has found that a third of organizations have no policy to deal with legal discovery and 40% might need to search back-up tapes to find emails that could be relevant to litigation. The AIIM survey also found that 84% would have no way to justify why emails of a certain age or type had been deleted. Only 19% have the facility to move important emails into a document or records management system, or a dedicated email management system, and 45% of respondents are still filing their important emails in personal Outlook folders.