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There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.
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What exactly is business analytics and how can it help? Business analytics is, simply put, the application of analytical techniques to resolve business issues. It provides organizations with a framework for decision making, helping organizations solve complex business problems and more.
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CIOs are emerging as leaders of innovation and bringing those ideas to the table, putting their end-to-end knowledge of the business to use in thinking through new technology-based opportunities.
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Access this white paper to learn how implementing cloud storage metrics can help you choose the right technology for increasing IT productivity and capacity management in your enterprise.
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To maximize company performance, you need the best talent – and the best talent comes from superior recruiting. This resource counts down 10 must-have metrics and benchmarks for better recruiting.
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This global CIO2CIO research program was conducted for SAP, Inc. to gain insight into information management practices in various regions of the world and the research was conducted among IT professionals in the U.S., Europe and Asia.
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Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.
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This report provides a clear understanding of the capabilities a successful data loss prevention solution must deliver. It also incorporates insight into the capabilities that companies require from their solution.
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In today's economic climate, IT organizations are looking for ways to achieve cost savings in the short term. Based on this study, the IT organizations achieved this goal by realizing an average payback period for JBoss Operations Network of a short 5.3 months - recovering their initial investments well within the first half-year of deployment.
