In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.
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.
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.
Successful adoption of service oriented architecture (SOA) as an IT strategy does not in of itself guarantee business results. Effective SOA governance is essential to achieving measurable, sustainable business value. This data sheet showcases key features and benefits of Oracle's SOA Governance Solution.
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.
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.
CIOs often struggle to gain business insight that will allow them to make well-informed decisions. This video presents a scorecard tool that tracks the business value that IT provides, including customer satisfaction and operational excellence. Learn how to gain visibility across your organization for greater IT and business alignment.
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.
This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.