Actionable Metrics

EGUIDE: This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.

Posted: 03 Jun 2014 | Published: 03 Jun 2014

EBOOK: Interested in running queries against data stored in a computer's memory? Read this white paper to learn about in-memory analytics technology and how it can provide much faster analytical performance than traditional business intelligence (BI) tools. Before diving into this type of data analytics, check out this eBook to gain valuable knowledge.

Posted: 15 Sep 2011 | Published: 15 Sep 2011

CASE STUDY: Read how using DataFlux technology, this financial company implemented a data governance program, creating more complete and accurate data and drastically reducing the time needed to comply with Federal reporting regulations.

Posted: 14 Jan 2009 | Published: 14 Jan 2009

WHITE PAPER: By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance the customer experience, increase customer retention, and foster development of a community of people who serve as advocates for the business.

Posted: 27 Apr 2009 | Published: 27 Apr 2009

WEBCAST: Attend this fast-paced presentation and hear from Dan Rawsthorne, as he introduces Agile Release Planning, which is actually the development of a release strategy that must be implemented in an agile way.  Dan shows you how a Release Plan is generated, and then shows how the Release Plan is monitored and managed with metrics from sprint to sprint.

Posted: 10 May 2010 | Premiered: May 10, 2010

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.

Posted: 11 Feb 2009 | Published: 10 Feb 2009

WHITE PAPER: 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.

Posted: 25 Jan 2013 | Published: 25 Jan 2013

WHITE PAPER: This paper reviews the challenges of measuring data center energy efficiency and proposes a solution: a new metric called CUPS, or Compute Units per Second, that allows data center managers to calculate data center efficiency.

Posted: 07 Jul 2009 | Published: 07 Jul 2009

WHITE PAPER: 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.

Posted: 11 Aug 2008 | Published: 01 Jun 2008

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.

Posted: 16 Jul 2010 | Published: 16 Jul 2010