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Published By: Zendesk     Published Date: Jun 29, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: TIBCO Software APAC     Published Date: Aug 15, 2018
Expanding analytic capabilities are critical to digitizing the business, optimizing costs, accelerating innovation, and surviving digital disruption Historically, manufacturers were almost solely focused on reducing costs by applying automation and analytics to engineering, R&D, manufacturing operations, and quality organizations. Even though the strategies used within these areas are still needed, they are not sufficient to ensure business survival and continuity in the age of Industry 4.0 and the IoT. Today, it is paramount that smart manufacturers broaden their scope because disruptive innovations in data acquisition, storage, and analytics technology have enabled an entirely new degree of automation and virtualization, promising a complete 360-degree high-fidelity virtual data-driven integrated views of all operations—from suppliers and supply chains, through equipment, processes, and manufacturing practices, to final product testing and customer satisfaction. Download this paper
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TIBCO Software APAC
Published By: Datastax     Published Date: Aug 27, 2018
" For any business that wants to successfully compete in today’s digital economy, it is not a question of if but rather how much of their business will be done with cloud applications. A cloud application is one with many endpoints including browsers, mobile devices, and/or machines that are geographically distributed. The application is intensely transactional (high velocity reads and/or writes), always available, and instantaneously responsive no matter the number of users or machines using the application. Download this free white paper and explore how DataStax customers are delivering real-time value at epic scale with their cloud applications. Explore the core database requirements that make businesses successful with cloud applications, which include continuous availability, linear scale, and geographic distribution."
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Datastax
Published By: XpertHR     Published Date: Jun 13, 2018
A renewed focus on pay equity at the state and federal levels, coupled with the power of movements like #MeToo and #TimesUp, have companies and their HR/compliance representatives dusting taking a deep dive into pay practices to ensure equity for all. Recent lawsuits settled in favor of plaintiffs, and activist call-outs for companies to be more equitable and transparent about pay practices, add fuel to the fire: ? Seven female law professors at the University of Denver won a $2.6 million settlement in May ? Activist investor Arjuna Capital is pushing major tech firms to publish data to support equitable pay practices ? Google is facing a class action battle over equitable pay practices That’s just the tip of the iceberg. If you’re not on top of this critical issue, you could be next on the list of companies facing legal and public scrutiny. XpertHR can help you wade through the regulatory requirements and practical considerations to audit and revise, as necessary, your pay practices.
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pay equity, equal pay, gender equality, #metoo, #timesup, pay practices, compliance, fair pay
    
XpertHR
Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys
Published By: Datastax     Published Date: Aug 03, 2018
" For any business that wants to successfully compete in today’s digital economy, it is not a question of if but rather how much of their business will be done with cloud applications. A cloud application is one with many endpoints including browsers, mobile devices, and/or machines that are geographically distributed. The application is intensely transactional (high velocity reads and/or writes), always available, and instantaneously responsive no matter the number of users or machines using the application. Download this free white paper and explore how DataStax customers are delivering real-time value at epic scale with their cloud applications. Explore the core database requirements that make businesses successful with cloud applications, which include continuous availability, linear scale, and geographic distribution."
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Datastax
Published By: Zendesk     Published Date: May 21, 2018
Customers are more technically savvy than everand have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers onlyseek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: HPE     Published Date: Jan 04, 2016
The HP 3PAR StoreServ 7450 All-flash Storage can improve IOPS and latency results dramatically, increase the overall performance of a high workload environment, and lower administrative management work. The costs and benefits for a composite organization for 20 TB of 3PAR All-flash storage, based on customer interviews, are: ? Investment costs: $130,722. ? Benefits: $1,213,601. ? Average cost/GB usable (street price) for all-flash storage (included 4:1 compaction and 25% overhead): $2.20
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HPE
Published By: Cisco     Published Date: Dec 08, 2015
The 2015 Guide to WAN Architecture and Design describes a hypothetical company, referred to as NeedToChange, which has a traditional approach to WAN design. It then presents Cisco's response to how NeedToChange should evolve its WAN. This e-book includes a summary of the key components of some of the emerging approaches to WAN architecture and design and concludes with a call to action that outlines a project plan that network organizations can use to evolve their WAN.
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applications, systems integration, cloud, platform, wan, networking, it management, wireless
    
Cisco
Published By: Cisco     Published Date: Jun 21, 2016
The e-book describes a hypothetical company, referred to as Need ToChange, which has a traditional approach to WAN design. It then presents Cisco's response to how NeedToChange should evolve its WAN. This e-book includes a summary of the key components of some of the emerging approaches to WAN architecture and design and concludes with a call to action that outlines a project plan that network organizations can use to evolve their WAN.
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Cisco
Published By: LogMeIn     Published Date: Mar 19, 2015
Remote support technology, including remote control, desktop sharing, and web collaboration, is one of the most popular platforms used across TSIA service disciplines. Today’s remote support solutions offer much more than just remote control for PCs, their functional footprint is expanding to include support for more devices and richer analytics for trend analysis and supervisor dashboards. Remote support solutions are typically well regarded by users, consistently delivering one of the highest average satisfaction scores in TSIA’s annual Global Technology Survey. Service executives should acquaint themselves with the new features and capabilities being introduced by leading remote support platforms and find ways to leverage the capabilities beyond technical support. Field services, education services, professional services, and managed services are all increasing adoption of these tools to boost productivity and avoid on-site visits. Download this white paper to learn more.
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remote support, remote technology, customer support, productivity, remote technology
    
LogMeIn
Published By: Dell EMC     Published Date: Oct 08, 2015
To compete in this new multi-channel environment, we’ve seen in this guide how retailers have to adopt new and innovative strategies to attract and retain customers. Big data technologies, specifically Hadoop, enable retailers to connect with customers through multiple channels at an entirely new level by harnessing the vast volumes of new data available today. Hadoop helps retailers store, transform, integrate and analyze a wide variety of online and offline customer data—POS transactions, e-commerce transactions, clickstream data, email, social media, sensor data and call center records—all in one central repository.
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Dell EMC
Published By: First Data     Published Date: Apr 25, 2013
Traditional direct mail campaigns often deliver anemic response rates and direct mail campaigns sweetened with discounts don’t fare much better. Poor results combined with escalating printing and mailing costs and changing consumer expectations means that businesses must find more effective ways to get consumers’ attention.
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direct mail, gift cards, prepaid incentive, coupon, call to action, incentive cards, direct marketing, customer experience, lead generation, customer engagement, foot traffic, grand opening, customer data, consumer behavior, relationship marketing, loyalty program, direct response, mailing list, card activation, shopping patterns
    
First Data
Published By: Collaborative Consulting     Published Date: Dec 20, 2013
A company's products needed constant updates due to changing business rules and regulations, as well as new functionality. However, tasks such as regression testing took too long and consumed too many resources. Collaborative helped to dramatically speed up the process through automation and process analysis, leading to increased customer satisfaction.
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collaborative consulting, testing performance, testing process, case study, financial services, performance boost, technological advantage, trade details, regression testing, trade matching, testing software package, domestic solution center, business process management
    
Collaborative Consulting
Published By: Infor     Published Date: Jan 03, 2011
The company's ultimate goal was to enhance the interaction among its CRM applications and maximize the value of each incoming call to create more personalized and profitable interactions with customers.
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infor, bell cananda, crm application, interaction, customer service representatives, database
    
Infor
Published By: Infor     Published Date: Jan 06, 2011
The company's ultimate goal was to enhance the interaction among its CRM applications and maximize the value of each incoming call to create more personalized and profitable interactions with customers.
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infor, bell cananda, crm application, interaction, customer service representatives, database
    
Infor
Published By: Panasonic Business Mobility Solutions     Published Date: Sep 06, 2016
A surprising 80% of the 30 million1 warehouse workers worldwide, in the field of transportation and logistics, are still using pen and paper in a physically-intensive environment that increasingly demands accuracy and real time feedback. With warehouse efficiency, so closely tied to customer satisfaction in areas like ecommerce, the low penetration of digital solutions—20% as recent as 2014, is surprising. Unless an organization has a fully automated warehouse, the job is heavily labor-intensive. VDC research reveals that as long as human labor plays a dominant role in warehousing, any technology that optimizes workflows and improves accuracy will add tremendous value
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mobile workforce, laptops, tablet, mobile computing, productivity, rugged, mobile handheld, mobile scanner
    
Panasonic Business Mobility Solutions
Published By: Adobe     Published Date: Aug 04, 2015
This white paper explores how cloud-based e-signature technology can drastically reduce the time it takes to complete deal making process and at the same time improve customer satisfaction, document security, and more.
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esign, e-signatures, online signatures, digital signatures for sales, sales, clous computing, document security, signed documents, customer satisfaction, authentication, security management, security policies, customer experience management, document management, secure content management
    
Adobe
Published By: Adobe     Published Date: Aug 04, 2015
Learn how e-signatures remove the last barrier between a hybrid paper to digital workflow to an all-electronic process, dramatically accelerating closure in any type of transaction that requires a contract.
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electronic signatures, digital signatures, paper to digital, business intelligence, database, e-signatures, online signatures, authentication, document management, secure content management
    
Adobe
Published By: Sitecore     Published Date: Mar 24, 2017
Getting started with personalization can seem overwhelming. We show you how with 10 easy tactics, from distinguishing between first-time web visitors and existing customers, to using real-time data to understand which calls to action will lead to conversions.
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personalization, context marketing, digital experience, customer experience
    
Sitecore
Published By: Xactly     Published Date: Sep 06, 2016
This report outlines 7 reasons why Finance needs to get a better grip on incentive sales compensation to wield it to the company’s advantage.
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sales, finance, cloud, business management
    
Xactly
Published By: Micro Focus     Published Date: Feb 24, 2015
With today’s ‘touch of a button’, always-on lifestyles, consumers expect information to be quickly accessible to customer-facing staff. They expect the same efficiency they get from their own phones or devices. Yet all too often business data is mired in outdated, slow systems and applications. These systems are difficult to work with, making each call or transaction slow to process as a result. This impacts customer satisfaction and reduces throughput. It affects productivity.
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microfocus, rumba, customer service, real time web application, insurance quotes, business efficiency
    
Micro Focus
Published By: ServiceNow     Published Date: Feb 24, 2017
At the highest level of organizations, a new management directive has emerged to meet the changed nature of customer demands and interactions as well as the need to differentiate within the market. This directive has one goal: providing a differentiated customer service experience. As products become increasingly commoditized, organizations can set themselves apart from their competitors by providing a unique customer service experience that creates a "relationship" based on intangible benefits that their customers will find hard to give up. While this vision is theoretically sound, it requires a significant tactical shift in business thinking and processes. The modern customer's habits and service requirements have changed radically. Meeting these needs challenges many historically held beliefs and practices regarding the customer and modes of interaction.
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ServiceNow
Published By: Genesys     Published Date: Oct 16, 2013
Earlier this year, Gartner released the 2013 Magic Quadrant for Call Center Infrastructure, an annual report that analyzes call center infrastructure vendors for completeness of vision and ability to execute. Explore and compare contact center solutions from today's top vendors and decide which solution is right for you. This is the fifth consecutive year that Genesys has been named a worldwide Leader for Contact Center Infrastructure. The Genesys Customer Engagement platform (referred to as the Customer Interaction Management or ‘CIM’ platform in the report), is the industry’s most complete platform on which companies can deploy an all-in-one, end-to-end scalable contact center Get the 2013 Gartner Magic Quadrant for Contact Center Infrastructure now!
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contact centers, business value, functions, applications, inbound, outbound calling, social media analytics, integration tools, mobile crm tools, gartner magic quadrant, technology, enterprise applications
    
Genesys
Published By: Genesys     Published Date: Dec 11, 2013
Gartner recently released its Magic Quadrant for Contact Center Workforce Optimization, the annual report analyzing the workforce optimization industry. Gartner positions vendors based on Completeness of Vision and Ability to Execute. Genesys improved its 2013 position moving from Niche Player to the Challengers Quadrant. This report provides you with insights you need to determine the Workforce Optimization Solution that is right for your organization. Read Now.
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wfo, strategic planning, recruitment, workforce management, wfm, call recording and quality management, performance management, surveying, interaction analytics, magic quadrant, workforce optimization, genesys, networking, knowledge management, business process management, employee performance, productivity, project management
    
Genesys
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