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Prepaid Program Delivers Great CX
Contact Solutions
7/25/2014 8:37:46 AM
A tide has turned in for government benefit programs, where prepaid cards are now the norm. Delivering cards is just the beginning. One federal program is the perfect model for how focusing on enhancing customer self-service options have improved customer experience and is empowering participants.

How "Friction-Free" Care Can Bolster the Bottom Line by Opus Research
Contact Solutions
7/25/2014 8:36:43 AM
IVR's are too often seen as friction points interfering with direct contact with live agents. This report from Opus Research examines ways to improve customer satisfaction in the IVR.

Retail Banking Success: The Important Role of Optimized IVR Systems
Contact Solutions
7/25/2014 8:35:52 AM
This independent research white paper by Bretton Woods, examines lessons that can be learned from retail banking as the industry navigates tremendous change. Banks are dealing with these difficulties, in part, by reexamining their CX strategies.

Why Mobile Apps Fail
Perfecto Mobile
7/25/2014 6:22:32 AM
Two bad app experiences is all it takes for customer abandonment to begin. With some 200 billion apps predicted to be on the market in 2017, there are always alternatives for your users to turn to if your app doesn't work well.

How can you ensure that your app doesn't become a failure statistic?

Well we asked nearly 900 mobile app practitioners and end users a series of questions around mobile apps, including testing challenges, customer feedback and ways to minimize defects. The results are in, and they're astounding.

- How many defects are reported by end users?
- What are the main issues they encounter?
- What are the main challenges from the testing side?

Register to download Why Mobile Apps Fail and get the top 3 key findings. We'll also share the steps to achieving better user experiences.

Learn what you can do to make sure it doesn’t happen to you.

How a Security Operations Center Can Support IT Governance
TMC
7/25/2014 6:17:53 AM
All companies have a need for a Security Operations Center (SOC) to be run in an efficient and proper manner. These duties include everything from the general best practices to the allocation of resources within certain job functions. This paper investigates the five domains of IT Governance associated with a SOC and how those domains have sub domains which delve deeper into the actual roles. As the IT world changes so do the responsibilities of a SOC, as a result the creation of SOC 2.0 is changing what work gets done and how it is performed.

IVR for B2B Marketing: New Strategies for Lead Generation, Scoring, and Nurturing
IfByPhone
7/22/2014 9:04:06 PM
For many B2B marketers, IVR (interactive voice response) is now an integral piece of their demand generation campaigns. How are they using inbound and outbound IVR to generate and qualify phone leads? Would IVR help your lead gen efforts? Find out in this white paper.

Learn the new IVR strategies today's B2B marketers use to:
- Generate high-quality phone leads for sales
- Improve attendance at marketing events
- Upsell and cross-sell new products and services
- Qualify inbound phone leads before passing to sales reps
- Nurture leads to move them faster down the lead funnel

Is generating high-quality phone leads important to your marketing efforts? Learn how to better generate, qualify, and nurture inbound sales calls using IVR.

Tighten Up the Supply Chain and Reduce Costs with SAP® Inventory Manager
SAP
7/22/2014 3:57:04 PM
With the SAP® Inventory Manager mobile app, warehouse clerks, maintenance engineers, and field service technicians alike can be confident of having the mission-critical parts, tools, and materials they need to get the job done. Speed up cycle counts, transfers, issues, and receipts, and keep a handle on your carrying costs.

Optimizing Fiori for Mobile Users
SAP
7/22/2014 3:50:17 PM
SAP Fiori is the New User Experience (UX) for SAP® Software. SAP Fiori Brilliantly Provides the User Experience Foundation for Every Type of User. We Are Introducing an Option for Our Customers to Enjoy SAP Fiori with a Premium Mobile App Experience.

5 Things Every Workplace Should Consider As They Cope With Enterprise Mobility
SAP
7/22/2014 3:45:43 PM
BYOD - Bring Your Own Device - is currently one of the most frequently discussed issues in enterprise mobility. Although often used as a synonym for The Consumerization of Information Technology, BYOD and CoIT are two distinct, albeit highly overlapping trends.
This document is meant to provide organizations an alternate approach - through five simple steps - for developing a holistic end-to-end mobile strategy that embraces the undeniable benefits of CoIT to employees all-the-while mitigating the risks and concerns IT departments have from allowing employees to bring their own devices into the workplace.

WFO in the Financial Services Industry
Knoahsoft
7/22/2014 12:19:15 PM
In order to bolster customer service and meet customer care goals within stricter cost constraints, many financial institutions are turning to workforce optimization (WFO) solutions. In fact, in a recent Saddletree survey, the top 5 technology purchases currently being evaluated by financial organizations are WFO solutions.

Download this white paper to learn the foundational and emerging WFO technologies that are available today and why these solutions are an essential component for any customer experience and business intelligence strategy.

Revolutionizing QA with Speech Analytics
Knoahsoft
7/22/2014 12:16:57 PM
Speech analytics can revolutionize the quality assurance function within the contact center by reducing the amount of time managers spend looking for calls to review by 80 percent. Speech-enabled precision monitoring allows 100 percent of calls to be captured, categorized and analyzed for trends and patterns which frees up managers to help with customer calls and coaching agents.

Download this white paper to learn how transitioning from traditional to precision monitoring streamlines the feedback process for managers and agents, reduces attrition, and improves the overall customer experience.

Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers
Knoahsoft
7/22/2014 12:14:26 PM
Consumers want what they want, and they want it now. How are you keeping up with that kind of demand? Why will your customers choose you over someone else?

If you believe you are customer-driven, and you act like you're customer-driven, then you're off to a good start. And, with the right solutions in place to help you deliver the best customer experience possible, you have a good chance of remaining relevant and top of mind with your clients. So how can you get there? In this paper, you'll learn the top five acronyms, phrases and concepts you need to understand as you plan your technology evolution to get with the (customer experience) program sooner rather than later.

Real-Time Speech Analytics Improves the Customer Experience
Knoahsoft
7/22/2014 12:03:04 PM
Are you feeling the pressure from customers to up the ante on your service or experience?

Do you spend too much time resolving customer issues past the initial contact?

Would your business change if you could identify at-risk customers in real time?

In this white paper, you will learn how using real-time speech analytics can alter call outcomes by enabling you to take action when it is needed most - in the moment. Identify issues in real time, and respond to them immediately. Increase customer satisfaction and improve agent effectiveness while reducing operating expenses.

Analytics Energizes the QA Process
Knoahsoft
7/22/2014 11:57:18 AM
Are your agents spending endless hours listening to every recorded call?

Do your supervisors spend enough time with your customers and agents?

When did you last consider your agent evaluation tool's effectiveness?

Identify how you can save time and improve performance through Analytics-enabled QA. Consider the effectiveness of your agent evaluation tools with the tips provided. Learn how to gain approval from your senior management and map out your top 5 benefits speech analytics will provide from our list of common contributions.

In this whitepaper you'll learn how Analytics-Enabled QA is the future of quality assurance and how these new applications use an approach that offers a positive impact on agent performance, the customer experience and your bottom line.

Enterprise Goals with Balanced Score Cards
Knoahsoft
7/22/2014 11:55:01 AM
Many contact centers invest a great deal of time and effort in providing agents with timely feedback about standard KPIs but don't link that performance to the impact on the overall customer experience.

Download this white paper to learn how to use balanced scorecards to shift from measuring individual metrics to evaluating how well each agent is helping the enterprise and contact center achieve their goals. This paper includes nine key steps for building a balanced scorecard, successfully rolling it out to the contact center, and using scorecard data to identify areas of improvement.

Secure Mobile Devices, Apps, and Content with Cloud-Based Management Solutions
SAP
7/21/2014 3:30:25 PM
Manage enterprise mobility and cost effectively with cloud-based solutions from the SAP® Mobile Secure portfolio. Solutions include the SAP Afaria® mobile device management solution, the SAP Mobile App Protection solution by Mocana for Mobile App security, and the SAP Mobile Documents solution for secure mobile content. This comprehensive offering gives you the power to manage your mobile workforce without the complexity and expense of an on-premise installation.

Building The Foundation For Customer Insight: Hadoop Infrastructure Architecture
Internap
7/16/2014 4:44:06 PM
The proliferation of customer-facing data-intensive systems in almost every modern enterprise has catalyzed the rapid deployment of big data environments, commonly with Hadoop as the underlying processing environment. Unfortunately, many IT professionals have had little guidance in understanding how to configure and manage the underlying infrastructure to support Hadoop and its ecosystem of tools and applications.

This complimentary report from Forrester Reseach, Inc. helps IT professionals understand the basics of Hadoop infrastructure and includes guidelines for system configuration, rough data sizing, and suggestions on how to plan for the inevitable growth of the Hadoop big data environment.

Download this report to learn the three primary components of a Hadoop environment, how to architect the right infrastructure for Hadoop and how Hadoop will become a critical part of core enterprise business.

Cloud Spectator Report: Benchmarking a NoSQL Database on Bare-Metal and Virtualized Public Cloud
Internap
7/16/2014 4:41:20 PM
Many organizations using NoSQL databases for the real-time collection and analysis of massive amounts of data have opted to host their environments in public clouds. However, the hypervisor layer and resource-contention from "noisy neighbors" in a virtualized public cloud environment can severely affect performance.

Cloud Spectator's latest report demonstrates substantial performance and price advantages for "fast big data" workloads when running Aerospike's NoSQL database on Internap's bare-metal servers compared to popular, high-performance virtual public cloud configurations for Amazon Web Services (AWS) Elastic Compute Cloud (EC2) and Rackspace Performance Cloud Servers.

Download this report to see the detailed comparison of throughput speed, latency and price for three different types of workloads on Internap's bare-metal servers and AWS EC2 I2 class and Rackspace Performance Cloud Servers virtual instances.

6 Critical Criteria for Selecting the Right Service Provider
Riverbed
7/14/2014 11:40:56 AM
When it comes to replacing your existing PBX system with a UC solution, challenges include:

- Changing users' behavior to align with new workflows, capabilities, and standards
- Understanding and gaining visibility into current system usage
- Accommodating various technical and business requirements for all users and customers across all departments and lines of business

Enterprises need a trusted service provider that partners with their organization throughout the entire UC lifecycle - from defining business requirements to solution design and deployment to ongoing enablement and day-to-day management. This paper will outline six critical criteria that every enterprise should evaluate when choosing a UC service provider.

End-to-End Service Management for Unified Communications
Riverbed
7/14/2014 11:12:43 AM
As part of Riverbed Performance Management solutions, Riverbed OPNET Unified Communications Xpert allows continuous monitoring of voice and video quality so you can catch and fix problems before they become an issue.

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