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 Q&A video is an in-depth look at Pentaho's BI 4 Enterprise Edition, a user-driven BI system. Watch to learn about the latest features including: interactive reporting, data discovery capabilities, and new user interface.
Learn how to combat VM sprawl and other virtualization challenges with the right management tools, and develop the proper strategies to get the best possible ROI in this expert resource.
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.
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.
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.
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.