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Published By: ttec     Published Date: Oct 16, 2019
As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to handle more complex requests. This report helps contact center leaders understand how they need to hire a different type of workforce as AI, automation, and the changing nature of contact center work impact agent responsibilities, metrics, and performance — and what that means for customer experiences in the future.
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ttec
Published By: CA Technologies EMEA     Published Date: Apr 10, 2018
It’s More Difficult Than Ever to Deliver a Five-Star Experience. To truly capture customer interest and loyalty, your applications and services have to deliver reliable experiences that delight users, scale to support their changing needs and regularly refresh with new innovations. As a result, you need ways to measure the metrics that really matter, namely: engagement, loyalty and satisfaction. It’s also imperative that you match agility with quality, making application performance a priority goal for everyone—from the business to marketing to IT. Finally, you need to future-proof your business by rapidly adopting the latest technologies and innovations that will meet—and exceed— customers’ expectations.
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CA Technologies EMEA
Published By: CA Technologies EMEA     Published Date: Apr 10, 2018
Focus on Value. “The benefits of agile are multidimensional. But the most important change is that it focuses the entire organization on meaningful delivery to the customer. Instead of relying on indirect metrics describing degrees of our software’s quality and progress ... we ask, ‘What percent of critical functionality is included in this release?’ This emphasis on customerperceived value impacts our entire project life cycle pretty significantly.” Vice President of Infrastructure Management BMC Software.
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CA Technologies EMEA
Published By: F5 Networks Inc     Published Date: May 03, 2017
Application delivery services are critical for successful applications. Whether such services add scalability, reliability, or security, most applications rely on one or more. Application Delivery Controllers (ADCs), therefore, occupy a critical place in most application, cloud, and data center designs. But what does "performance" actually mean? In general, ADC vendors publish four main types of metrics to demonstrate performance: Requests per second (RPS) Connections per second (CPS) Transactions per second (TPS) Throughput (often measured in gigabits per second, Gbps) Download now to learn more!
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application delivery controllers, cloud, data center, performance metrics
    
F5 Networks Inc
Published By: Arcserve     Published Date: Jul 23, 2010
This white paper describes an approach that provides these performance metrics for specific IT stakeholders, all drawn from data collection and analytics that support a holistic, integrated approach to optimizing IT service delivery.
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ca technologies, performance metric, it service, monitoring, productivity, customer retention, service assurance
    
Arcserve
Published By: Dell Software     Published Date: Feb 19, 2014
Discover what you need to know to successfully manage your diverse database infrastructures in this new white paper. Topics include: • Balancing key business metrics • Understanding a DBAs challenges • Finding the right tools to monitor and manage the database environment • ...and much more!
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Dell Software
Published By: Dell Software     Published Date: Feb 19, 2014
When application performance issues occur, it seems DBAs get blamed – even if databases aren’t the cause. In this new white paper, see how to maintain peak database performance at all times – and how to prove, beyond a doubt, your databases aren’t causing the headaches! Read this paper today.
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database infrastructure, key business metrics, dba challenges, database management, database monitoring, best practices
    
Dell Software
Published By: Dell Software     Published Date: Feb 19, 2014
Go beyond one-dimensional virtual machine performance. Foglight for Virtualization helps you visualize, analyze and optimize your entire virtual infrastructure health. In this technical brief, learn how Foglight simplifies cross-platform database performance monitoring and management. Read it today.
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database infrastructure, key business metrics, dba challenges, database management, database monitoring, best practices
    
Dell Software
Published By: Dell Software     Published Date: Feb 19, 2014
In "Proactive Performance Management for Enterprise Databases," read about the inherent challenges of proactive database management, and what to look for when choosing the right management tool for your company. Get this white paper today.
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database infrastructure, key business metrics, dba challenges, database management, database monitoring, best practices
    
Dell Software
Published By: ClickExpress     Published Date: May 01, 2013
This paper will present a unique and powerful method for identifying and monitoring field service metrics. It will reveal how to use data to expose the real story behind your operations. Through a detailed discussion about the range of metrics at your disposal – and how to choose the right ones for your company – this paper will equip you with a tried-and-tested approach for using metrics to measure your operational performance as it relates to the pursuit of your company’s business goals.
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metrics, field service, business, powerful, identifying, monitoring, tried-and-tested approach, operational performance
    
ClickExpress
Published By: ClickExpress     Published Date: May 01, 2013
Mobile Workforce Management solutions enable companies to deliver superior field service and customer satisfaction (see Part I, Setting The Stage For Best Practices Service Performance). However, a successful Mobile Workforce Management transformation is dependent upon many factors beyond simply deploying new technology. It requires a full understanding of the overall business objectives, a keen understanding of historical processes, a standard system of key performance metrics along with the organization’s current performance in those metrics, and effective communication to ensure organizational readiness and project execution.
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mobile, management, workforce, technology, solutions, field service, customer satisfaction, management, organization
    
ClickExpress
Published By: Return Path     Published Date: Jan 29, 2013
Measuring your data can be difficult, but knowing what to do next is even harder. Identify issues quickly with the “Email Metrics Troubleshooter” checklist, so you can focus less time on identifying problems and more time on reaching your goals.
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email failure, high unsubscribe rate, low click-through rate, drop in open rate, low response rate, rise in traffic but not in conversion, email trends, email marketing trends, email marketing best practices
    
Return Path
Published By: Absolute Software     Published Date: Sep 09, 2011
This white paper provides guidelines to help you create policies for computer energy consumption that are sensible and easy to enforce.
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absolute, power saving policy, management, roi, energy savings, policy metrics, network management
    
Absolute Software
Published By: Epicor     Published Date: Aug 03, 2012
As the saying goes, what you can't measure, you can't manage. You may understand the importance of Key Performance Indicators (KPIs), but how do you measure them?
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gross margin, epicor, sales per employee, inventory turns, service level, days sales outstanding, average collection period, days payables outstanding, average payables period, cash conversion cycle, inventory control, warehouse fulfillment, purchasing, sales
    
Epicor
Published By: HP     Published Date: Jul 29, 2008
This white paper describes an energy audit tool which can lead to significant decreases in the costs of running a data center.  Thermal Zone Mapping (TZM) is a visualization tool developed to present in graphical format high level thermal metrics developed by HP and targeted for use as part of the HP Data Center Thermal Assessment service. This tool uses data generated from computer models of the data center and generates metrics, which are then post-processed and visualized in the three-dimensional data center space.
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heat, data center, heat monitoring, hardware, datacenter, mission critical
    
HP
Published By: Entrust Datacard     Published Date: Jan 16, 2015
Small- or medium-sized businesses run on hard work, dedication and loyal customers. But size shouldn’t exclude SMBs from using the proper security technology to protect online customer identities. That’s why Entrust offers nine simple tips to improve security for SMBs and end-customers alike. From basic techniques like updating software to more advanced authentication strategies, this guide ensure your business is establishing the proper security foundation in today’s hyper-connected world.
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entrust, security, certificate, b2b, application, browser, applications, saas, hack, web, website, migration, implementation, ssl, spam, passwords, malware, virus, systems, smb
    
Entrust Datacard
Published By: Entrust Datacard     Published Date: Jan 16, 2015
If your company relies on passwords to prevent unauthorized computer access, or low-tech memory cards (e.g., swipe cards) for facility access, you have security on par with the average 1980s car. Smart credentials — embedded in plastic smartcards, USB tokens or mobile devices — offer companies advanced and versatile user authentication features. This white paper discusses the advantages of using smart credentials for multifunction access; describes the hardware and software components used in a smart credential environment; and provides questions to ask when searching for a smart credential solution provider.
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entrust, security, certificate, b2b, application, browser, applications, saas, hack, web, website, migration, implementation, ssl, spam, passwords, malware, virus, systems, smb
    
Entrust Datacard
Published By: HP Data Center     Published Date: Feb 18, 2009
Today's data centers are embarking down a path in which "old world" business, technology, and facility metrics are being pushed aside in order to provide unparalleled service delivery capabilities, processes, and methodologies. The expectations derived from today’s high-density technology deployments are driving service delivery models to extremes with very high service delivery capabilities adopted as baseline requirements within today’s stringent business models. Part of the "revolution" that is driving today's data center modeling to unprecedented high performance and efficiency levels is the fact that computer processing advances with regard to high-performance and smaller footprints have truly countered each other.
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hp data center, data center enfironment, high density computing, rack-mount servers, mep mechanical, electrical, and plumbing, virtualization, consolidation, it deployments, server consolidation
    
HP Data Center
Published By: Cornerstone OnDemand     Published Date: Apr 16, 2018
Do you believe that your company could use a talent management initiative? Need help making the case to a business leader? This asset will help you prepare by giving you tips on topics such as: • Thinking like an executive • Identifying talent-related challenges • Assigning metrics to ensure accountability Interested in learning more about building your business case? Download “6 Steps to Making the Case for Talent Management.”
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Cornerstone OnDemand
Published By: CollabNet     Published Date: Jan 11, 2013
Read this whitepaper to learn about the 5 best practices for engineering performance management, and understand the do’s and don’ts of metrics management, analytics and reporting in software development environments.
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performance management, it operations, productivity, measurement
    
CollabNet
Published By: SuccessFactors, Inc.     Published Date: Dec 01, 2011
Turn strategy into success by automating your manual performance management process in harmony with your culture. Discover how when you download SuccessFactors' new white paper, "The Perfect Marriage: Introduce Your Culture to Automated Performance Management."
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accelerate, accountability, alignment, automation, best practice, coaching, consistency, culture, data, development, efficient, engagement, execute, fairness, feedback, foundation, framework, impact, infrastructure, innovation
    
SuccessFactors, Inc.
Published By: Aquire     Published Date: Oct 07, 2011
Gain a clear understanding of what workforce analytics are and how they are integral for strategic planning to support your company's overall strategies from the creators of Human Resource Executive's 2010 Top Product, Aquire InSight.
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workforce analytics, aquire, aquire insight, workforce analytics software, hr reports, hr metrics, hr trends, hr dashboard, hr benchmarking, hr measurement, hr benchmark, hr reporting, measuring hr, roi of hr, hr metrics dashboard, human resource reports, hr kpi, hr indicators, key hr metrics, workforce analysis tool
    
Aquire
Published By: Google     Published Date: Dec 14, 2011
How Travelocity improved its digital marketing. Read the case study to see how Google Analytics Premium helped Travelocity optimize its digital investments and conversions.
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digital marketing, digital, marketing, google analytics, metrics, investments, digital investments, conversions
    
Google
Published By: Workforce Software     Published Date: Apr 03, 2012
We will go over a brief introduction of what workforce analytics is, and take a look at why it is sometimes so difficult to get the information we need out of our HR or Business Intelligence systems. We will also dive into the important metrics we should consider as HR professionals and what metrics will ultimately drive your business forward.
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human resources, hr management, workforce software, workforce analytics, employees, business analytics
    
Workforce Software
Published By: SHL     Published Date: Dec 13, 2011
47 business outcome studies were conducted for clients across multiple industries for the 2011 Business Outcomes Studies Report. It demonstrates the value of online talent measurement solutions against metrics specific to the goals of each organization.
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bos, business outcomes study, business outcomes, outcomes study, business study, business objectives, people intelligence, outcomes report, employment testing, assessment simulations, ats, applicant tracking systems, talent development, business challenges, talent management, assessment program, assessment solutions, assessments, talent measurement, turnover
    
SHL
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