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By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance the customer experience, increase customer retention, and foster development of a community of people who serve as advocates for the business.
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This brief paper will examine the differences between Agent and Agentless monitoring, so you can make the right decision based on your company’s needs.
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This quick guide from Service Desk Institute identifies the most popular industry metrics that you should be employing, considers the best ways to measure them and demonstrates how to utilise these measures to improve your service delivery.
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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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This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.
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When moving to the cloud, storage metrics can significantly help to improve efficiency and capacity management, optimizing your SAN environment. Access this white paper to learn how these metrics can help you effectively manage your computing and traditional environments.
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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.
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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.
