WHITE PAPER:
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.
WHITE PAPER:
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.
EGUIDE:
This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
WHITE PAPER:
In performance management, consistency is king. The simple sounding steps-identify and focus on value drivers, and align the organization to drive results - beg the question: What's the best performance management framework? Read this paper to learn more.
WHITE PAPER:
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.
TECHNICAL ARTICLE:
Only about one-third of all projects are complete successes. Download this paper to take a look at the early warning signs in an IT project and what you can do to make the project a success.
EGUIDE:
Application performance is always in the minds of development lifecycle professionals. This e-guide explores effective strategies for managing some of the tradeoffs associated with application performance testing and monitoring. Learn performance testing strategies for improving application performance without touching a performance test tool.
WEBCAST:
This Q&A video is an in-depth look at Pentaho's BI 4 Enterprise Edition, a user-driven BI system. Watch to learn about the latest features including: interactive reporting, data discovery capabilities, and new user interface.
EBOOK:
Interested in running queries against data stored in a computer's memory? Read this white paper to learn about in-memory analytics technology and how it can provide much faster analytical performance than traditional business intelligence (BI) tools. Before diving into this type of data analytics, check out this eBook to gain valuable knowledge.
