Published By: 8x8 Inc.
Published Date: Nov 17, 2016
Effective quality management lets you improve the performance of contact center agents—and deliver the customer experience your business expects. The ICMI Tool Kit: Quality Management in the Contact Center provides valuable tips you can apply to start improving your contact center operations today.
Developed by International Customer Management Institute (ICMI), a leader in contact center training and consulting, the tool kit lays out the foundations of an effective quality management program and offers a step-by-step approach to creating an effective program. Then it provides details to help you:
• Perform effective coaching using the SAFE coaching framework
• Calculate the ROI of your training and coaching investments
• Developing a peer mentor program
Marketing and technology partners must collaborate as never before in order to delight and engage customers “in the moment.”
Previously stove-piped functions are starting to work together to take a holistic approach to create great digital experiences at enterprise
scale, but organizations see the need for more work to create relevant, integrated digital customer experiences in real time.
IBM commissioned Forrester Consulting to discover how developers and marketers are working together to provide customers
exceptional digital experiences reliably, quickly, and seamlessly.
The study found that while the mandate to collaborate has been heard, there is still work to be done to move to the next level and put in
place technology, processes, and culture to create digital customer experience in real time.
Customer experience has quickly moved from competitive differentiator to business imperative. Our commissioned study, conducted by Forrester Consulting, found that organizations proactively making investments to become Experience-Driven Businesses (EDBs) achieve greater results across every stage of the customer journey. And EDBs boost ROI higher than companies that do not. To see how, read The Business Impact of investing in Experience.
Every day, demanding customers, unforeseen competition, and disruptive
new technologies hammer home that we have entered the age of the
customer, where established business operations no longer work.
Yet, most marketing functions still rely on decades-old methods that
undermine their ability to create post-digital brand experiences and help
their firms become customer-focused. Smart CMOs recognize that it is
time to pivot their marketing function around the customer, rather than
transactions, sales, their brand, or day-to-day operations.
In March 2018, Adobe commissioned Forrester Consulting to evaluate
the link between email innovation and customer obsession. To explore
this topic, Forrester conducted an online survey with 256 US consumers
who use personal email and 260 marketing technology and strategy
decision makers at US companies with 500 or more employees. We found
that email marketing can provide a way to launch customer-obsessed
marketing at organizations. In fact, companies t
Application modernization is a powerful method for extending the life and improving the business value of a company's critical application assets. It provides an attractive and cost effective alternative to application development, enabling companies to defer investment in replacement initiatives without compromising business support.
This paper can help you achieve successful legacy modernization projects. It presents practical steps for starting application modernization projects and describes the benefits of three high payback strategies. It also reviews the criteria for evaluating a variety of modernization tools.
Businesses that want to drive new value from critical SAP workloads are looking at Amazon Web Services (AWS) due to its breadth and depth of services and rapid pace of innovation. As they pursue this initiative, organizations commonly seek an experienced partner to reliably migrate critical SAP workloads and integrate them with AWS services to take full advantage of the potential cost and operational efficiencies.
Linke, an AWS Partner Network (APN) Premier Consulting Partner focused on running SAP on AWS, can help you achieve these initiatives. Transform your SAP landscapes with streamlined migration practices and technology proven to accelerate the deployment of new SAP landscapes by 80% and reduce operational costs 70% compared to on-premises. Register for our upcoming webinar to learn how Linke helped Ávoris, a leading tourism business in Spain, migrate their SAP landscape to AWS in just three months, enabling drastic improvements to performance, reliability, and scale."
Respond to customer feedback faster
Organizations are demanding greater flexibility from the software they use. Yet, most line-of-business applications are built on top of rigid commercial databases that make them difficult and expensive to deploy. By building applications on top of Amazon Aurora, a cost-effective database solution from Amazon Web Services (AWS), independent software vendors (ISVs) can get away from commercial databases and the hassles they create for end customers.
In this webinar, AWS Partner Network (APN) Premier Consulting Partner Onica will show you how to leverage Amazon Aurora to make it easier for customers to operate your software, in turn increasing sales. You will also learn how to leverage the breadth and depth of AWS services to improve developer productivity and become more responsive to customer feedback as a result.
Modernize your applications quickly
Many organizations are finding their legacy technology to be inadequate due to its rigidity and high costs. In search of more flexible and cost-effective solutions, many are turning to the cloud. Most Independent Software Vendors (ISVs), however, still build their solutions on commercial databases that are expensive and time-consuming for their customers to deploy and maintain. This is a significant undertaking that can hinder adoption.
To address these challenges head on, ISVs can modernize their applications on Amazon Aurora, a database offering from AWS that combines the reliability and performance of commercial databases with the cost-effectiveness and flexibility of open source solutions. In this webinar, you will learn how Virtusa, an AWS Partner Network (APN) Premier Consulting Partner, can accelerate your application modernization journey and help you grow your business.
View the webin
For most financial institutions, it’s no longer a question of ‘if’ but ‘when’ they’ll be attacked..
If you’re like most financial institutions, you have controls that identify breaches, but need proper procedures that’ll enable you to recover from such an event. In this presentation at the CUNA Technology Council Conference, Tom Neclerio, BAE Systems’ VP of Cyber Consulting Services, discusses the current threats across the financial marketplace and explores strategies for implementing a successful incident response program as outlined in the FFIEC’s cyber resilience guidance.
Download "Continuous Third Party Security Monitoring Powers Business Objectives And Vendor Accountability" (a commissioned study conducted by Forrester Consulting on behalf of BitSight) to learn how companies are continuously managing third party risk.
The Cylance 2019 Threat Report represents the company’s
piece of the overall cybersecurity puzzle. It details the trends
observed and the insights gained, and the threats Cylance’s
consulting team, research team, and customers encountered
over the past year. Cylance shares this report in the hope that
you will put it to good use in our collective fight against the
rising tide of cyber attacks worldwide.
"While free Wi-Fi is ubiquitous in airports, coffee shops, hotels, and other highly trafficked areas, this service is no longer unique to these locales. Guest Wi-Fi is now expected in nearly every industry – but how do you deliver Wi-Fi while enforcing acceptable use policies and meeting compliance regulations?
Dive into the requirements for Wi-Fi security by consulting this brief resource today. Inside, find five essential recommendations to help you make Wi-Fi security your business reality – read on to get started now."
Published By: Bluelock
Published Date: Nov 15, 2012
Codesigned is a technology services firm focused on high quality, collaboration solutions specializing in Microsoft SharePoint. Read on to learn how Bluelock provided a consulting firm, a reliable and industry proven cloud hosting platform.
Many Learning and Talent leaders express frustrations
surrounding the magnitude of aspects to consider
when it comes to content & curricula management.
We can help. Our experts help organizations define
what they need, what they want, and how to get there.
Bluewater Content & Curriculum BLUEprint Packages
offer start-to-finish consulting and recommendations
that will give you the confidence to make the changes
your program needs.
New research has found that being a Dream Company – one that shows it cares about employees, provides them with learning and growth opportunities, and promotes work/life balance – drives retention, engagement, and talent attraction.
In today’s competitive world, agile methodologies promise faster delivery, higher quality, increased productivity and better alignment with your company strategy. But while many companies introduce agile approaches at the team level, they often fail when scaling agile to the program and portfolio level. CA Agile Ready > Sync > Go provides a complete solution for building and launching successful, enterprise-scale agile programs. Integrating the industry leading expertise of CA Agile Transformation Consulting with the CA Agile Central enterprise-class planning and tracking platform, Ready > Sync > Go can help you build and launch a high-performing agile program in as little as three months.
With high user expectations shifting faster than ever, the software landscape is evolving at a feverish pace to deliver higher–quality software—and testing must be able to keep up.
CA has worked with Paul Gerrard, Principal, Gerrard Consulting, to identify some of the new challenges that the digital economy presents for testing, and the trends that have emerged to meet them. We cover some of these topics in this e–book.
L'evoluzione sempre più rapida delle aspettative (elevate) degli utenti fa sì che il panorama software si modifichi a un ritmo febbrile, per offrire software di maggiore qualità: e il testing deve essere in grado di stare al passo.
CA Technologies ha collaborato con Paul Gerrard, Principal di Gerrard Consulting, per individuare alcune delle nuove sfide che l'economia digitale presenta per l'attività di testing, e i trend emersi per superarle.
Alcuni di questi argomenti sono illustrati in questo e-book e in un libro tascabile.
L’évolution toujours plus rapide des fortes attentes des utilisateurs impose un rythme d’évolution soutenu à l’univers des logiciels pour gagner encore en qualité, et les tests doivent pouvoir suivre la cadence.
CA Technologies a sollicité Paul Gerrard, dirigeant de Gerrard Consulting, pour identifier les nouveaux défis liés aux tests dans l’économie numérique et les solutions qui ont émergé.
Nous abordons quelques-uns de ces sujets dans le présent eBook et dans un manuel de poche.
CA Privileged Access Manager protects an organization’s business and empowers its people. The solution protects critical accounts and endpoints while providing a seamless user experience.
CA commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and objectively examine the potential return on investment (ROI) and enterprises may realize by deploying its Privileged Access Manager solution. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of the CA Privileged Access Manager solution on their organizations.
CA Technologies automation solutions help organizations increase business productivity by simplifying the management of complex workloads and empowering development teams with self-service tools that accelerate the development and delivery of new and enhanced applications. CA Technologies commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) that enterprises may realize from automation. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of CA on their organizations.
To better understand the benefits, costs, and risks associated with CA workload automation (WLA) solutions, Forrester interviewed an existing customer with years of experience using CA. The organization that Forrester interviewed manufactures consumer electronics that it sells through retailers around the globe. Download this whitepaper to find out more.