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Published By: Zendesk     Published Date: May 21, 2018
Customers are more technically savvy than everand have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers onlyseek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Zendesk     Published Date: Jun 29, 2018
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers only seek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues. The goal of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
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Zendesk
Published By: Lifesize     Published Date: Nov 23, 2015
Mitarbeiter an untschiedlichen Standorten zu führen muss nicht anders sein als mit ihnen im gleichen Gebäude zusammenzuarbeiten. Wie? Mit Videokommunikation. Telearbeit - Erfahren Sie, wie einfach (und selbstverständlich) es ist, Produktivität, Enthusiasmus und Leistung von verstreut arbeitenden Teams zu steigern.
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tips for managing a remote workforce, video conferencing, benefits of using video conferencing, remote workers management, teleworking, employee performance, virtual meetings
    
Lifesize
Published By: SAS     Published Date: Aug 03, 2016
When was the last time you had an outstanding customer experience? Perhaps you hesitated before answering. Now, think for a minute about your customers – would they hesitate before answering the same question about your business? If you think the answer might be yes, it’s time to consider the customer journey.
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best practices, customer service, service platform, productivity
    
SAS
Published By: CA Technologies EMEA     Published Date: Sep 11, 2018
Un numero sempre crescente di aziende ricorre alla containerizzazione delle applicazioni per aumentare l'efficienza e la velocità dello sviluppo. Grazie ai container, gli sviluppatori possono inserire in un pacchetto, inviare ed eseguire qualunque applicazione sotto forma di container leggero e autosufficiente, eseguibile praticamente ovunque, per garantire la portabilità istantanea dell'applicazione. Per comprendere più chiaramente lo stato del monitoraggio dei container, abbiamo intervistato 100 executive e identificato i principali trend per i container. In questo eBook viene esaminato ogni singolo trend, quindi vengono forniti indicazioni concrete e passi successivi da compiere per garantire il controllo completo del monitoraggio dell'ambiente container.
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CA Technologies EMEA
Published By: Monetate     Published Date: Sep 30, 2014
Interested in starting a testing program, but struggling to get internal support? We know, it’s crazy; but take some comfort in that fact that many marketers still face the same roadblocks as you. And that’s why we created this white paper. Inside, you’ll find a specific plan on how to convince your company’s leaders that website testing is essential to the overall business.
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website testing, internal support, buy-in, emerging marketing
    
Monetate
Published By: CAST     Published Date: May 07, 2013
As enterprise IT departments increasingly move toward multi-sourcing environments, it is more important than ever to measure ADM deliverables—not only to manage risks by ensuring overall structural quality of systems, but also to objectively evaluate vendors and make smarter sourcing decisions. This paper describes the eight steps for integrating Sofware Analysis & Measurement (SAM) in your outsourcing relationship lifecycle—from RFP preparation to contract development, team transition and benchmarking—to objectively evaluate the reliability, security, efficiency, maintainability, and size of software deliverables. This measurement can greatly improve the maturity in your outsourcing relationships to enhance performance and reduce risk.
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adm, managing risk, sam, software analysis & measurement, sam solutions, vendor management, outsourcing, outsourcers
    
CAST
Published By: Netsuite     Published Date: Jul 24, 2017
When was the last time you upgraded your ERP system? Not just patched, fixed or tinkered with it—but implemented a substantive upgrade that enabled real business innovation, generated excitement and unleashed a wave of ideas and productivity from your users? You know—the same kinds of enthusiasm that greets web or iPhone apps like Instagram, Spotify, Netflix, etc.?
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Netsuite
Published By: Oracle     Published Date: May 20, 2019
Today’s Outdated State of ERP When was the last time you upgraded your ERP system? Not just patched, fixed or tinkered with it—but implemented a substantive upgrade that enabled real business innovation, generated excitement and unleashed a wave of ideas and productivity from your users? You know—the same kinds of enthusiasm that greets web or iPhone apps like Instagram, Spotify, Netflix, etc.? If you’re like your peers, then the answer is “not in recent memory.” In fact, according to Forrester, “approximately half of ERP customers are on releases that are two versions behind the current release, which may be four years old or more.” Download this whitepaper to find out more about how outdated ERP systems are harming businesses.
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Oracle
Published By: Cisco     Published Date: Apr 10, 2015
Not all 802.11ac solutions are the same, with the right approach, you can combine the mobility of wireless with the performance of wired networks. To get up to speed on 802.11ac, we're providing an 802.11ac migration cheat sheet and webinar on-demand.
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cisco, 802.11ac, wireless, wifi, network performance
    
Cisco
Published By: Infosys BPM Ltd     Published Date: Feb 12, 2019
A global infrastructure management company entered into a factoring agreement with a leading US financial institution in Australia. However, it realized that it was paying unreasonably high interest payments to the financial institution and wanted to trace the reason for the same. Infosys BPM took the initiative to analyze interest payments to the banker, and the customer payments pattern to provide insights on cost saving opportunities. Read on to know more on how did Infosys BPM help the client lead to a cash flow of $138M and also save $562,000 in factoring fees.
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Infosys BPM Ltd
Published By: Zendesk     Published Date: Dec 10, 2018
“O cliente tem sempre a razão” é uma máxima que a Zendesk leva muito a sério. O que o cliente quer? O que ele precisa? Esse é o foco de todas as atividades da Zendesk. De pequenas empresas que desejam crescer rapidamente e estabelecer suas marcas a grandes empresas que querem manter a fidelidade dos seus clientes, a Zendesk capacita corporações para que elas atendam, sem interrupções e em tempo real, a grandes bases de clientes nos canais que elas desejam, e utilizem dados e análises nas suas interações com os consumidores. Nesse ebook, você verá como organizações como a NatureBox, a Uber e a Instacart usam o Zendesk de maneiras inovadoras para criar experiências do cliente otimizadas e simples. Você aprenderá sobre: ? O fornecimento de suporte omnichannel personalizado em larga escala ? A personalização e manutenção de operações de suporte com facilidade ? O gerenciamento de fluxos de trabalho de suporte avançados para maximizar a produtividade ? A descoberta de informações sobre os c
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Zendesk
Published By: Zendesk     Published Date: Jan 04, 2019
“O cliente tem sempre a razão” é uma máxima que a Zendesk leva muito a sério. O que o cliente quer? O que ele precisa? Esse é o foco de todas as atividades da Zendesk. De pequenas empresas que desejam crescer rapidamente e estabelecer suas marcas a grandes empresas que querem manter a fidelidade dos seus clientes, a Zendesk capacita corporações para que elas atendam, sem interrupções e em tempo real, a grandes bases de clientes nos canais que elas desejam, e utilizem dados e análises nas suas interações com os consumidores. Nesse ebook, você verá como organizações como a NatureBox, a Uber e a Instacart usam o Zendesk de maneiras inovadoras para criar experiências do cliente otimizadas e simples. Você aprenderá sobre: ? O fornecimento de suporte omnichannel personalizado em larga escala ? A personalização e manutenção de operações de suporte com facilidade ? O gerenciamento de fluxos de trabalho de suporte avançados para maximizar a produtividade ? A descoberta de informações sobre os c
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Zendesk
Published By: Samuel Curtis Johnson Graduate School of Management     Published Date: Dec 19, 2017
In today’s society, it can be easy to overlook the benefits of earning an MBA. But research shows the benefits of going back to school far outweigh the costs for many individuals.
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cornell university, johnson cornell, mba, masters degree, business degree, continuing education, business learning, finance
    
Samuel Curtis Johnson Graduate School of Management
Published By: Vocalocity     Published Date: Apr 18, 2007
Hosted PBX phone solutions are revolutionizing how small and medium-sized businesses (SMBs) serve their customers, grow their business, and support their employees. Delivering the same enterprise level, professional phone system capabilities large businesses use at a much lower cost, hosted PBX is helping SMBs save money while putting their customer services on par with much larger organizations.
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pbx, phone, phone system, ip telephony, telecom, telecommunications, voip, voice over ip
    
Vocalocity
Published By: Forcepoint     Published Date: Jun 06, 2019
Today’s employees demand greater flexibility, productivity, and mobility. And while cloud and BYOD policies have answered that call, they’ve also added unforeseen complexities the way IT manages data security and compliance. How can you balance productivity and risk in SaaS environments? “A Guide to Achieving SaaS Security and Compliance” deconstructs the idea that cloud security and user productivity are mutually exclusive. This whitepaper includes guidance on how to: Select SaaS providers that follow the very same external standards (e.g., PCI DSS) as your organization. Apply the same in-house security, governance, and compliance principles to cloud services. Leverage tools and processes to gain visibility, control access, and protect data in your SaaS environment.
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Forcepoint
Published By: KEMP Technologies     Published Date: Aug 04, 2008
Today’s small-to-medium sized businesses (SMB) are undergoing the same IT evolution as their enterprise counterparts, only on a smaller scale. For SMBs, website reliability, flexible scalability, performance and ease of management are as essential to SMB website infrastructure as they are to an enterprise. It’s fare to say that these capabilities are an important operational imperative for businesses of all sizes.
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load balancer, load balancing, application delivery, ssl acceleration, application optimization, windows terminal services, terminal services, content switching
    
KEMP Technologies
Published By: VMware, Inc     Published Date: Oct 30, 2014
VMware® delivers vCloud® Government Service, provided by Carpathia®, an enterprise class hybrid cloud solution where both onsite and offsite IT environments are not just connected and integrated with common management, but are designed to run existing and new applications in exactly the same way. With vCloud Government Service, government customers don’t have to spend cycles adapting to the cloud and rewriting code; instead, they can focus on leveraging what the cloud brings to deliver value to their branch of government or mission responsibilities. Customers can securely extend their data centers to the cloud rapidly, easily and confidently, using a more supportive and integrated cloud infrastructure that is FedRAMP authorized.
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hybrid cloud, government agencies, it environments, cloud infrastructure
    
VMware, Inc
Published By: Ahead     Published Date: Jun 05, 2019
Digital Requires a New Level of Insight and Control Digital strategies have caused business executives to intensify their scrutiny of how technology affects bottom line performance. With a growing emphasis on differentiating the customer experience in highly competitive markets, these executives want to understand how their IT systems affect everything from brand perception to customer acquisition and loyalty. 3 | A Guide to Intelligent Operations Meanwhile, those same demanding business leaders lack appreciation and patience for the complexity of today’s digital technology environment. While applications and user experiences are simpler and more intuitive, the backend processing, application interdependencies, and underlying infrastructure are more complex than ever, even in light of the benefits of abstraction, virtualization, and cloud computing (see Figure 1.) While CIOs have long been expected to improve stability and uptime - and done a pretty good job of it - the stakes are much
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Ahead
Published By: CA Technologies     Published Date: Aug 22, 2017
In his 1966 book “The Psychology of Science,” American psychologist Abraham Maslow tackled the idea that those in the field of psychology needed to approach treatment from multiple perspectives, to take on new ideas, and not just continue using the same theories and techniques created by Freud and his followers so many years ago. Acknowledging that changing your point of view can be difficult, Maslow wrote “[I]t is tempting, if the only tool you have is a hammer, to treat everything like a nail.” We have all had this experience. We get so used to the way things have been done in the past, we sometimes don’t question the reasons for doing them.
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CA Technologies
Published By: CA Technologies EMEA     Published Date: May 23, 2018
In his 1966 book “The Psychology of Science,” American psychologist Abraham Maslow tackled the idea that those in the field of psychology needed to approach treatment from multiple perspectives, to take on new ideas, and not just continue using the same theories and techniques created by Freud and his followers so many years ago. It may seem curious to refer to psychology in a work on REST and API Design, but it works to illustrate two distinctive points: (1) that all design decisions, regardless of whether they pertain to software or architecture, should be made within the context of functional, behavioral, and social requirements—not random trends; (2) when you only know how to do one thing well, everything tends to look identical. To get started, let’s take a look at REST in some detail by downloading this whitepaper today.
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CA Technologies EMEA
Published By: Oracle     Published Date: Nov 01, 2013
3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.
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zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
    
Oracle
Published By: Oracle     Published Date: Nov 13, 2013
3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.
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zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
    
Oracle
Published By: Outreach.io     Published Date: Sep 17, 2019
The Navy SEALs — a highly skilled, extremely cohesive unit that can be deployed at a moment's notice to take on the toughest missions. The same tactics and training that make the SEALs so formidable and effective can be applied to your Sales Development team. In this guide, we will teach you how to take your best Sales Development Representatives (SDRs) and turn them into a highly actionable team of world-class prospectors, ready to do battle with the toughest of territories in the most efficient way possible. You'll learn: How to identify your standout SDRs and recruit them for special missions The best ways to measure, adjust and iterate your tactics with every evolution so you can book more qualified meetings and win more deals How to deploy your new SDR SEAL team to not only boost revenue, but to rescue struggling Account Executives
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Outreach.io
Published By: IBM APAC     Published Date: Aug 25, 2017
Consumerization of IT and the Internet of Things (IoT) are revolutionizing how people live. Users are increasingly becoming accustomed to instant gratification when using technology in their personal lives, whether for gaming, shopping or managing their daily activities. And they want the same kind of immediate service when they go to work. To address this expectation, IT support needs to adapt, evolve and even revolutionize itself or become outdated. In short, IT support must reinvent itself into a friendly, proactive service that is tied directly to a business’ profitability.
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cognitive it support, transactions, system of engagement, soa, omnichannel support, ibm
    
IBM APAC
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