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By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Despite the rise in chat adoption, many organizations are still not providing the service their customers expect. That’s why it’s essential to follow proven best practices, including defining goals, identifying key metrics, and appropriately hiring and training staff. With these foundations in place, organizations can establish routing and queuing practices, before customizing the solution to meet their specific needs, and fine-tuning analytics to further improve performance. To learn more about how Oracle Chat Cloud Service can improve CSAT, customer loyalty, and revenue for your organization, visit oracle.com/goto/chatbestpractices
Tags : home page support, faq escalation, points of right-channeling, frustration points, page headers and footers, business driver, chat channel, customer satisfaction, sales, productivity, hyperlinks, mobile users, screen real estate
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
When organizations are managing sales performance, it is critical to balance and align each enablement and operational component. Misalignment – or too much focus on one element –can dramatically detract from performance levels and the ability to measure results. An organization may temporarily need to emphasize a particular component when it sees a challenge, but ultimately success depends on striking the correct balance across all SPM components.
Tags : goals and objectives, competency model, onboarding and certification, coaching, review process, sales activities, metrics, compensation
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 18, 2017
That’s why we’ve taken some of the old business preconceptions – whether service specific or not - ripped them up and rewritten five new business rules, designed to debunk some time-honoured myths and help you and your organisation take a leap towards that much-feted goal of customer centricity. Read on for the new rules we recommend, maybe take those and mix them with your own, why not share them @OracleCX? At a minimum we hope these new ways of looking at business will help provoke the questions you, and others, need to ask of your organisation – in fact, we’ve included key questions that will help provoke some conversations, so you can start to build a picture of what’s going well and where there may be room for more discussion and investigation.
Tags : customer service, customer behavior, sla, service metrics, business outcomes, vision for delivery, digital customer
     Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
By: Splunk     Published Date: Aug 17, 2018
With the growing need to effectively monitor your infrastructure, metrics have emerged as a way to gain insight to the trends and problems within your IT environment. collectd is an open source daemon that collects system and application performance metrics. With this data, collectd then has the ability to work alongside another tool, such as Splunk, to help identify trends, issues and relationships you may not be able to observe otherwise. This e-book gives you a deep dive into what collectd is and how you can begin incorporating it into your organization’s environment. Download your complimentary copy of “A Beginner’s Guide to collectd” to learn how to: *Get and configure collectd *Analyze collectd data *Use Splunk and collectd together to analyze large amounts of infrastructure data
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     Splunk
By: CyberSource     Published Date: Aug 31, 2018
Gain a bird's-eye view of how online fraud affects the airline industry Fraud continues to be a major source of revenue loss for the global airline industry. With airlines pushing for more direct bookings and the accelerating use of mobile as a booking platform, incidence of fraud is rising, albeit only slightly. Despite these factors, many airlines are not devoting the necessary resources and tracking the required metrics to measure and control fraud. CyberSource partnered with Phocuswright to benchmark global metrics and trends in fraud management and protection among airlines. The study also explores airline awareness of various fraud-related issues and examines their approaches to and implementation of fraud management tools and services. To learn more, download the study today
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     CyberSource
By: Netsuite     Published Date: Jul 24, 2017
Baseball has always collected in-game data. However, until recently, fans didn’t have easy access to the various statistics that coaches used for key decisions important for the development of the players and success on the baseball field. It’s not unlike how traditional business intelligence is delivered. Data and reports are set aside for a few experts who determine what is important for you. Today, baseball statistics are widely available during broadcasts on TV, PCs and mobile devices. Basic data displays like inning and score are enhanced with metrics meaningful to students of the game, such as pitch speed, strikeout percentages and hit zones. It’s a good example of vital information being delivered in real-time, on demand and in context.
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     Netsuite
By: IBM     Published Date: Feb 02, 2016
Read this whitepaper published by Heavy Reading and sponsored by IBM to look at why network service quality matters to customer loyalty and CSP attitudes to improve it and discover how CSPs can correlate customer loyalty indicators like Net Promoter Scores with network and service quality metrics to help drive better business and operational performance
Tags : ibm, telecom, analytics, customer management, customer loyalty, network service
     IBM
By: Adaptive Planning     Published Date: Apr 18, 2011
View this webinar to hear case studies describing how leading healthcare firms have been able to move beyond Excel and save time, enhance collaboration, and improve business decisions -- ultimately resulting in higher revenues and profits.
Tags : fp&a, adaptive planning, healthcare, collaboration, strategic value, staff planning, revenue reporting, metrics management
     Adaptive Planning
By: Adaptive Planning     Published Date: Jun 09, 2011
Join us for an informative webinar and learn how easy it can be to create exceptional value through FP&A. Don't miss this opportunity to learn key strategies for transforming your budgeting, forecasting, and reporting processes.
Tags : adaptive planning, generation budgeting, generation forecasting, retailer best practices, fp&a value, reporting processes, performance management solutions, metrics, revenue, expenses, monthly variance reporting, fte
     Adaptive Planning
By: Adaptive Planning     Published Date: Jun 09, 2011
You will hear case studies describing how leading energy and utility companies worldwide have been able to move beyond Excel and save time, enhance companywide collaboration, and improve business decisions - ultimately resulting in higher revenues and profits.
Tags : adaptive planning, fp&a value, key performance metrics, performance management solutions, collaboration, monthly variance reporting, capital spending
     Adaptive Planning
By: Neustar     Published Date: Aug 20, 2012
Learn how a DollarFinancial leverages real-time verification tools to reduce fraud, bad debt and default loans - all from the application process.
Tags : risk management, online verification, risk verification, consumer validation, consumer verification, reduce fraud, reduce bad debt, reduce default loans, verify leads
     Neustar
By: Workday     Published Date: May 09, 2018
Operating finance and HR in silos leaves your organization with incomplete data, inconsistent metrics, and strategic uncertainty. Fortunately, you don’t have to settle for silos. Read this whitepaper to learn eight key benefits of bringing finance and HR together in one system.
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     Workday
By: uberVU via HootSuite     Published Date: Jul 08, 2014
The Beginner’s Guide to Social Media Metrics will provide a blueprint for getting started with social analytics.
Tags : hootsuite, social media, social media marketing, social media metrics, insights, business analytics, social metrics, social media data, social conversations, social data
     uberVU via HootSuite
By: Salesforce.com     Published Date: Oct 28, 2013
Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected. Discover: The secrets to lining up your customer service with your brand. The best way to train employees. How to make employees feel good about giving great service. The significance of monitoring customer interactions. Which customer metrics you should pay attention to. The cheapest way to earn new customers. Download this ebook to learn what you need to do to give customers what they want and earn a customer for life!
Tags : customer service, best practices, 6 secrets, managing expectations, employee training, metrics, customer interactions, business technology
     Salesforce.com
By: Dell Software     Published Date: Oct 03, 2013
In contrast to competing APM solutions, most of which focus on technical metrics, the release of Foglight 5.9 delivers detailed information about users, user actions and application usability.
Tags : dell, foglight, apm, big data, best practices, application performance management, technology, user experience, knowledge management, enterprise applications, data management, business technology
     Dell Software
By: ServiceNow     Published Date: Nov 22, 2013
This document discusses how self-service cloud provisioning can serve as a pragmatic customer-centric approach for managing the proliferation of public and private clouds. It discusses customer expectations, critical success factors, and key metrics required for a successful implementation of such an offering.
Tags : servicenow, enterprise it, cloud computing, cloud provisioning, customer-centric cloud, it operations and governance, virtual resources, service catalog, automate everything, it services, put it on the cloud
     ServiceNow
By: Vectra Networks     Published Date: Aug 03, 2015
The data in this report is based on metadata from Vectra customers and prospects who opted to share detection metrics from their production network environments.
Tags : post intrusion report, metadata, network threats, network security management, it security, botnet monetization, data exfiltration, security management, best practices, advanced persistent threat, apt, ids, ips, malware, security insight, threat landscape
     Vectra Networks
By: Anaplan     Published Date: Apr 06, 2016
Optimizing incentive compensation: aligning what you say with how you pay CSO Insights’ ICPM study* found that 69 percent of organizations use three or more metrics to build their sales compensation plans, but modeling and planning this sales strategy can quickly become too complex as a spreadsheet-driven exercise. It is crucial to get these incentive compensation structures right, because sales reps receive up to 60 percent of their income from incentive comp. In this white paper, we discuss the disconnect between sales behavior and incentive compensation structure and provide recommended steps towards optimizing your compensation plan.
Tags : sales performance management, compensation management, incentive compensation, sales planning, incentive comp, commission structure, sales performance, xactly, callidus, cso, cso insights, incentive based compensation, excel, spreadsheet planning, spreadsheet, spm, commission, compensation, global compensation, sales engagement
     Anaplan
By: Genesys     Published Date: May 10, 2016
Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service.
Tags : genesys, omnichannel, contact center, customer experience, metrics, enterprise applications, business technology
     Genesys
By: Genesys     Published Date: May 10, 2016
Most contact centers now allow customers to interact through non-voice, digital channels, but still monitor performance only in voice.
Tags : genesys, nemertes, omnichannel, contact center, metrics, customer experience, enterprise applications, business technology
     Genesys
By: Puppet     Published Date: Jun 24, 2016
The fifth annual State of DevOps Report, presented by Puppet and DevOps Research & Assessment (DORA), confirms and highlights the fact that achieving higher IT and organizational performance is a team effort spanning development and operations — and it’s an investment that can deliver powerful returns. This year’s report shows how DevOps speeds up delivery, improves quality and security, enhances employee engagement and more. Download the report to learn why: • High-performing IT organization experience 200x more frequent deployments and 24x recovery from failures. • High performers spend 22 percent less time on unplanned work and 29 percent more time on new work, such as features or code. • Taking an experimental approach to product development improves IT performance. The report also helps you understand the ROI of DevOps, and includes formulas to quantify your potential cost savings, using metrics from you own organization.
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     Puppet
By: Fiserv     Published Date: Nov 09, 2017
Financial institutions seeking to attract new customers and revenue channels are expanding into digital services, real-time payments and global transactions. However, with every new service, criminals are developing innovative ways to infiltrate financial systems, and older technologies that mitigate fraud no longer work as effectively. So how can financial institutions respond to this growing threat? Fortunately, more advanced technologies hold great potential for real-time financial crime mitigation. Learn about five current and emerging technologies that could impact money laundering and fraud mitigation, including artificial intelligence/machine learning, blockchain, biometrics, predictive analytics (hybrid model) and APIs. Read the latest Fiserv white paper: Five Tech Trends That Can Transform How Financial Institutions Detect and Prevent Financial Crime.
Tags : kyc, know your customer, beneficial ownership, financial crime, financial crimes, compliance, enhanced due diligence, suspicious activity report, currency transaction report, aml directive, anti-money laundering laws
     Fiserv
By: Splunk     Published Date: Sep 10, 2018
The financial services industry has unique challenges that often prevent it from achieving its strategic goals. The keys to solving these issues are hidden in machine data—the largest category of big data—which is both untapped and full of potential. Download this white paper to learn: *How organizations can answer critical questions that have been impeding business success *How the financial services industry can make great strides in security, compliance and IT *Common machine data sources in financial services firms
Tags : cloud monitoring, aws, azure, gcp, cloud, aws monitoring, hybrid infrastructure, distributed cloud infrastructures, reduce mttr/mtti, cloud monitoring free, cloud monitoring tools, cloud monitoring service, cloud billing monitoring, cloud monitoring architecture, cloud data monitoring, host monitoring, *nix, unix, linux, servers
     Splunk
By: Splunk     Published Date: Sep 10, 2018
collectd is an open source daemon that collects system and application performance metrics. With this data, collectd then has the ability to work alongside other tools to help identify trends, issues and relationships not easily observable. Read this e-book to get a deep dive into what collectd is and how you can begin incorporating it into your organization’s environment.
Tags : it event management, it event management tool, event logs, aiops platform, what is aiops, aiops vendor, market guide for aiops platforms, guide for aiops platforms, monitor end to end, itoa, aiops, predictive analysis, machine learning, event correlation, event management, it operations analytics, it analytics, ibm watson, hp monitoring, hp operations manager
     Splunk
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