Did you know that those who respond to a proactive online chat invitation are 6 times more likely to buy than the average website visitor? Download this paper for practical advice on using proactive chat to increase sales online sales and customer satisfaction.
To meet the challenges of intense competition and increasing customer demands, companies must tightly align their IT service management with business issues and priorities. This paper outlines the maturity steps involved in the progression towards proactive Business Service Management (BSM) and explains how ASG's metaCMDB helps secure its seamless adoption.
The recent economic downturn has created some formidable challenges for the retail banking industry. Fraud and identify theft are on the rise, costing banks big money and raising customer concerns about security.
The response to possible bank card fraud is one of the most important factors affecting the relationship that customers have with their bank. For customer-centric financial institutions who issue millions of bank cards, any instance of possible fraud is both a business risk to be managed and an opportunity to strengthen customer relationships.
Talent management is evolving, and HR professionals must adapt for the future. Competition remains fierce to acquire the best talent from the largest candidate pool in history, while the traditional performance review cycle is no longer sufficient for evaluating the functions and needs of your people. Executives must ensure that managers are not only able to find the right individual for the job, but also retain, engage, and prepare top performers for leadership roles in a proactive way.
Measuring competency gaps within your organization and addressing them proactively allows you to focus on the areas you need most to impact your business performance, employee engagement and retention, and overall profitability.
Bandwidth. Speed. Throughput. These terms are not interchangeable. They are
interrelated concepts in data networking that help measure capacity, the time
it takes to get from one point to the next and the actual amount of data
you’re receiving, respectively.
When you buy an Internet connection from Spectrum Enterprise, you’re buying
a pipe between your office and the Internet with a set capacity, whether it is
25 Mbps, 10 Gbps, or any increment in between. However, the bandwidth we
provide does not tell the whole story; it is the throughput of the entire system
that matters. Throughput is affected by obstacles, overhead and latency,
meaning the throughput of the system will never equal the bandwidth of your
The good news is that an Internet connection from Spectrum Enterprise is
engineered to ensure you receive the capacity you purchase; we proactively
monitor your bandwidth to ensure problems are dealt with promptly, and
we are your advocates across the Internet w
To ensure loyalty and win new customers, leading brands are focusing on the quality of their customer care to stay ahead. This eBook will explain how you can:
-Upgrade your support centers to deliver omni-channel customer care.
-Introduce self-service and AI without sacrificing the human touch.
-Deploy technology to empower support agents to go beyond transactional service and deliver personalized, proactive service.
This eBook looks at the barriers which prevent companies delivering omni-channel service and then examines the process and technology changes required to overcome them.
"IT needs to reach beyond the traditional data center and the public cloud to form and manage a hybrid connected system stretching from the edge to the cloud, wherever the cloud may be. We believe this is leading to a new period of disruption and development that will require organizations to rethink and modernize their infrastructure more comprehensively than they have in the past.
Hybrid cloud and hybrid cloud management will be the key pillars of this next wave of digital transformation – which is on its way much sooner than many have so far predicted. They have an important role to play as part of a deliberate and proactive cloud strategy, and are essential if the full benefits of moving over to a cloud model are to be fully realized."
For many organizations, digital transformation (DX) is the most strategically important initiative for the
organization and may determine its ability to compete in the coming decade. IDC estimates that 60%
of organizations will have created and begun implementation
of a digital transformation strategy by 2020. These DX
initiatives are designed to take the organization forward as a
proactive, data-driven company that uses and monetizes data
to gain competitive advantage in the marketplace.
Published By: Freshdesk
Published Date: Aug 15, 2016
A Zombie-apocalypse is not something that keeps most support teams paranoid about. After all, it isn’t something that happens every day.
But that is exactly what’s so scary about it?
Zombie attacks can stem out of pretty much anything, right from a barrel of toxic gas that was accidentally opened, to a Black Friday sale with deep discounts on the latest gadget.
And you can be pretty sure that the attack is going to start quick and grow big with very little warning. Unless your support team is ready when it strikes, you might wake up the next morning to find a burnt-up help desk, and a lot fewer customers.
So how can you can you get your customer support to be ready for the zombie apocalypse?
This guide will walk you through everything you can and should do to make your support team proactive before the zombies rise, effective during the attack, and heroes after.
Published By: Freshdesk
Published Date: Aug 15, 2016
Every helpdesk agent at every customer support team, anywhere in the world, dreams about Inbox Zero. However as most businesses grows from just a handful of support queries to hundreds of customers chocking the support hotline, they make the mistake of going on a hiring binge to reach that elusive promised land.
The only problem? Hiring more support staff may not be the best way to scale up your customer support. This whitepaper talks about how you can scale your customer support without blindly scaling the team, with tips, ideas and insights like:
- How to puncture the customer support hot-air balloon
- Proactively identifying red flags and overloads
- Top 4 things to know before you hire
- Monitoring, understanding and reporting support trends
- Tips to streamline your support process
Published By: Freshdesk
Published Date: Aug 15, 2016
There are quite a few things that your customers just aren’t telling you. But since you aren’t a telepath and you don’t own a Cerebro, the only thing you can do is wait for them to come to you with it.
But not anymore. In this whitepaper, you'll learn the most important things that your support team should already know, but customers will never tell you, like:
- Why you should design intelligence into your self-service experience
- When you should resort to analytics and when "gut-feel" helps
- How you can proactively manage, and prevent customer frustrations
- What your core support bottlenecks are, and how to identify them
- How to set a "Priority" driven support work-flow
There is one major difference between disaster avoidance and disaster recovery: Only one of them is an actual disaster.
Avoiding disaster starts by proactively answering a few basic questions. Download this e-Book to learn how to properly prepare your business for when a potential disaster strikes.
Published By: LogMeIn
Published Date: Mar 19, 2015
Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit they're not proactively aligning their priorities with their customers’ expectations. Are the needs of the support team different from what customers want and expect? Recent research by HDI delves into the two groups’ expectations and priorities— according to support professionals—and explores
how closely they're aligned. Download this white paper to learn more.
Research conducted by The Economist Intelligence Unit (EIU), sponsored by Oracle,
provides answers. The results show that a proactive security strategy backed by a fully
engaged C-suite and board of directors reduced the growth of cyber-attacks and
breaches by 53% over comparable firms. These findings were compiled from responses
by 300 firms, across multiple industries, against a range of attack modes and over a
two-year period from February 2014 to January 2016.
The lessons are clear. As cyber-attackers elevate their game, the response must be an
enterprise solution. Only C-suites and boards of directors marshal the authority and
resources to support a truly enterprise-wide approach. In sum, proactive cyber-security
strategies, supported by senior management, can cut vulnerability to cyber-attack in half.
The pressure is mounting and employers are feeling the pinch. As U.S. health care costs continue their seemingly inexorable rise, businesses are looking for ways to wrest greater value from their health care spend.
More and more, employers are looking for benefits strategies that help prevent chronic disease and, if it is present, encourage early, efficient treatment. The brass ring is getting employees to proactively manage their own health by adopting healthy behaviors, such as exercising and eating healthily. It’s better for the employees, it increases productivity, and it reduces health care expenditures.
So how are organizations today looking to craft health and well-being plans that deliver real results for employers and employees alike? This white paper looks at three key areas where new and innovative approaches are changing the equation.
Published By: GE Power
Published Date: Jan 30, 2017
Be the first to read the 2017 top digital trend predictions for the (remove second the) the power and utility industry, and gain a competitive edge by understanding what’s next. Across the Electricity Value Network (EVN) - from generation through T&D and end user management, first movers and proactive digital adopters are far more likely to thrive in the future.
Read the new Brief and learn how:
Published By: Riverbed
Published Date: Jan 25, 2018
To stay ahead in today's hybrid network, you need a lens into the end user's experience as well as an understanding of the dependencies between your applications and network. With this approach, you are alerted to issues before the business is impacted and problems are resolved faster. This eBook details what you need to know to select a best of breed network performance management solution and outlines the critical capabilities required for deep application visibility across virtualized, hybrid and cloud networks no matter where a user is located. Read this book and:
Discover best practices - for proactive network monitoring and fast troubleshooting
Learn how to stay ahead of application performance issues with increased visibility
Increase productivity and a higher ROI - with automatic discovery, end-to-end monitoring, reporting, analytics and faster MTTR
Ensure your approach is a proactive mode
Security threats are persistent and growing. While many organizations have adopted a defense-in-depth strategy — utilizing anti-virus protection, firewalls, intruder prevention systems, sandboxing, and secure web gateways — most IT departments still fail to explicitly protect the Domain Name System (DNS). But this Internet protocol doesn’t have to be a vulnerability.
Cybercriminals are evolving. Increasingly, they are capitalizing on the open and unprotected nature of the Domain Name System (DNS) to launch damaging phishing, malware, and ransomware attacks. How are you proactively protecting your network and users from these targeted threats? Here are five things to ask yourself as you consider a DNS security solution for your company.
The cyber threat landscape is dynamic and accelerating. The Domain Name System (DNS) is a vulnerability in many organizations’ defenses that malicious actors are increasingly exploiting. The following DNS best practices, when coupled with an enterprise threat protection service, will aid you in identifying, blocking, and mitigating targeted threats such as malware, phishing, ransomware, and data exfiltration.