EGUIDE:
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.
WHITE PAPER:
In today's economic climate, IT organizations are looking for ways to achieve cost savings in the short term. Based on this study, the IT organizations achieved this goal by realizing an average payback period for JBoss Operations Network of a short 5.3 months - recovering their initial investments well within the first half-year of deployment.
EGUIDE:
In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.
DATA SHEET:
Successful adoption of service oriented architecture (SOA) as an IT strategy does not in of itself guarantee business results. Effective SOA governance is essential to achieving measurable, sustainable business value. This data sheet showcases key features and benefits of Oracle's SOA Governance Solution.
EGUIDE:
This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
WHITE PAPER:
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.
WEBCAST:
Listen to this webinar and learn how to grab a peek at your competitors marketing results. It also discusses lead growth, form completion rate, email performance metrics, channels, and best practices.
WHITE PAPER:
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.
