Performance Indicators

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 white paper addresses HR challenges and metrics solutions for improving operations.

Posted: 02 Feb 2012 | Published: 02 Feb 2012

WHITE PAPER: This paper will detail how to control and manage MIPS usage by employing a systematic, repeatable approach that uses powerful technology and a proven process and expertise.

Posted: 04 Sep 2009 | Published: 04 Sep 2009

WHITE PAPER: While current technologies and techniques allow for more sophisticated and effective approaches to counterparty risk management than those that fell short in 2008, there are still barriers to successful adoption that will require organizational changes. Read this white paper to learn more.

Posted: 22 Feb 2012 | Published: 22 Feb 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: This paper highlights the results of a study commissioned to derive what business execution practices are actually driving shareholder value. Read this now and learn why companies that aligned its goals, rated users on the achievement of them and leveraged business execution software to increase their execution achieved elevated stock returns.

Posted: 27 Apr 2012 | Published: 27 Apr 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: 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