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: This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.

Posted: 19 Dec 2012 | Published: 19 Dec 2012

WHITE PAPER: This resource explains the importance of clear metrics and powerful analytics in a successfully performance management strategy. Continue on to discover how these principles can help you better manage an ever-changing supply chain in a highly volatile world.

Posted: 21 Mar 2013 | Published: 21 Mar 2013

WHITE PAPER: This article challenges the value of traditional metrics for managing product development schedules and presents an alternative compatible with Agile approaches such as Scrum and XP. It is written for development managers or Scrum Product Owners who want to make decisions based on empirically derived schedule forecasts instead of shots in the dark.

Posted: 17 Jan 2011 | Published: 17 Jan 2011

WHITE PAPER: This Report is intended to map the journey companies are making to build demand driven Value Chains. It includes a four-stage maturity model, and identifies the projects and appropriate technology components needed to transition through each stage.

Posted: 18 Sep 2008 | Published: 18 Sep 2008

WHITE PAPER: 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.

Posted: 10 Mar 2009 | Published: 10 Mar 2009

WHITE PAPER: 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.

Posted: 16 Feb 2011 | Published: 16 Feb 2011

WHITE PAPER: Read this paper to learn how the implementation of 10 fundamental steps can help your organization reap the rewards of EVM and give you the visibility you need to complete your projects on time and within budget.

Posted: 10 Aug 2009 | Published: 01 May 2009

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

Posted: 02 Feb 2012 | Published: 27 Jan 2012

WHITE PAPER: 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.

Posted: 04 Oct 2011 | Published: 04 Oct 2011