Actionable Metrics

WHITE PAPER: This white paper addresses HR challenges and metrics solutions for improving operations.

Posted: 02 Feb 2012 | Published: 02 Feb 2012

WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

Posted: 26 Jan 2009 | Published: 26 Jan 2009

WHITE PAPER: Read this white paper to learn the appropriate metrics to use when analyzing workforce turnover and retention data, how to define them, and how to increase their value.

Posted: 24 Apr 2012 | Published: 24 Apr 2012

WHITE PAPER: This paper discusses the convergence of dashboards, scorecards and business intelligence (BI) tools and the emergence of systems that incorporate these into a single, unified solution.

Posted: 26 Mar 2012 | Published: 26 Mar 2012

WHITE PAPER: As economic cycles go through the ebb and flow of recession and boom, the underlying drivers of financial transformation in business enterprises also change. This is evident in the focus and direction of senior finance executives who have successfully steered their organizations through periods of recessions and prosperity.

Posted: 14 May 2012 | Published: 14 May 2012

WHITE PAPER: Read this white paper to learn what’s making the task of quality assurance in testing environments difficult and what you can do to overcome it. Discover an approach that enables developers and testers to easily configure a test environment from existing components in order to meet a specific test requirement.

Posted: 08 May 2012 | Published: 08 May 2012

WHITE PAPER: This free study examines the liquidity risk management (LRM) challenges that banks and financial institutions must face in this post-financial crisis era. It also discusses industry perspectives and responses to challenges in this space.

Posted: 22 Feb 2012 | Published: 22 Feb 2012

WHITE PAPER: This white paper discusses the inherent challenges of dealing with "big data": overwhelming information that seems to come from everywhere and everything. Continue reading to discover strategies for overcoming these challenges by processing "big data" and providing impressive, real-time decision making.

Posted: 12 Jul 2011 | Published: 12 Jul 2011

WHITE PAPER: Business analytics is the means by which organizations optimize business outcomes. Using insights that can be accessed, shared and acted on by employees at every level, organizations can increase profits, reduce costs, manage risk and make more accurate predictions to prepare for future outcomes.

Posted: 12 May 2011 | Published: 12 May 2011

WHITE PAPER: The same improvements that increase software performance create new security risks that IT pros must contend with. This white paper takes a closer look at the nature of software complexity and describes tactics you can implement to minimize it.

Posted: 19 Apr 2012 | Published: 19 Apr 2012