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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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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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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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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.
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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.
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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.
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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.
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This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value.
WHITE PAPER:
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.