WHITE PAPER:
CIOs are emerging as leaders of innovation and bringing those ideas to the table, putting their end-to-end knowledge of the business to use in thinking through new technology-based opportunities.
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In this white paper, you'll find both the pitfalls of virtual monitoring and management, and how to navigate the maze of competing virtual monitoring and management vendors. In the end, you'll have a clear idea of what solutions will work for you.
WHITE PAPER:
Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.
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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.
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What exactly is business analytics and how can it help? Business analytics is, simply put, the application of analytical techniques to resolve business issues. It provides organizations with a framework for decision making, helping organizations solve complex business problems and more.
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This white paper details the critical roles IT plays in providing Operations with timely information in areas such as quality management, supply chain, and cost control.
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This quick guide from Service Desk Institute identifies the most popular industry metrics that you should be employing, considers the best ways to measure them and demonstrates how to utilise these measures to improve your service delivery.
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To maximize company performance, you need the best talent – and the best talent comes from superior recruiting. This resource counts down 10 must-have metrics and benchmarks for better recruiting.
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.