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| Dec 2, 2009 |
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Best Practices in the Call Center: A Customer Touch-Point Methodology
sponsored by Oracle Corporation
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
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Earned Value Lite: Making Earned Value Management Work for Every Project
sponsored by Oracle Corporation
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: 10 Aug 2009
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Improving Sales Productivity: An Opportunity for Sales and IT Leadership
sponsored by Microsoft
WHITE PAPER:
The main focus of this white paper is about revealing key factors in sales rep productivity, including what helps improve their efficiency (increasing selling time) and effectiveness (getting better results from the available selling time). Both are important and require strong leadership and teamwork between the sales and IT departments.
Posted: 18 Aug 2009 | Published: 18 Aug 2009
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Making Quality a Deliverable in Eclipse-Based Java Development
sponsored by Instantiations
WHITE PAPER:
CodePro AnalytiX as part of a continuous or nightly-build process, seamlessly integrate it into any Eclipse-based Java development environment, or use a combination of the two implementation approaches.
Posted: 04 Feb 2009 | Published: 04 Feb 2009
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SOFTWARE METRICS DEFINITION (continued): … 1) In software development, a metric (noun) is the measurement of a particular characteristic of a program's performance or efficiency. Similarly in network routing, a metric is a measure used in calculating the next host to route a packet to. A metric is sometimes used directly and sometimes as an element in an algorithm. In programming, a benchmark includes metrics.2) Metric (adjective) pertains to anything based on the meter as a unit of spatial measurement. Software Metrics definition sponsored by WhatIs.com, powered by WhatIs.com an online computer dictionary
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