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The New CRM Metrics: Putting Them to Work by SearchCRM

January 25, 2013 - (Free Research)
There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated. 
(WHITE PAPER) READ ABSTRACT |

6 Key Metrics for Measuring Lean Success by Infor

September 2008 - (Free Research)
This webcast by IndustryWeek discusses the key metrics your company can use to help ensure you accomplish you lean goals. It brings together members of the manufacturing community to discuss strategic and operational initiatives. 
(WEBCAST) READ ABSTRACT |

How Does your Service Measure Up? Getting to Grips with Metrics by GoToAssist

July 2011 - (Free Research)
This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery. 
(WHITE PAPER) READ ABSTRACT |

7 Habits of Highly Successful Surveys by Vovici

October 2009 - (Free Research)
Understanding your customer is vital to maintaining and improving loyalty. Learn how to measure customer experience so you can build customer loyalty. Download a copy of the latest Vovici whitepaper 'The Customer Satisfaction Survey' to learn how to understand the major customer experience metrics and more! 
(WHITE PAPER) READ ABSTRACT |

Effectively Balancing Speed, Quality and Cost Metrics by Citrix Online- GoToAssist

October 2011 - (Free Research)
Read this white paper to gain insight to new ways to leverage remote support platforms to create effective dashboards for customer and technical support. Along with recommendations for what to include in service dashboards. 
(WHITE PAPER) READ ABSTRACT |

Multichannel Contact Centers: Metrics and Realities by Five9

June 2014 - (Free Research)
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. 
(EGUIDE) READ ABSTRACT |

New Contact Center Metrics to Fit Busy New Customers by Aspect

March 2014 - (Free Research)
View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media. 
(EGUIDE) READ ABSTRACT |

Optimizing Web-to-Mainframe Performance of Critical Business Services by IBM

June 2008 - (Free Research)
Sign up today for this valuable webcast to learn how integrated Web-to-mainframe performance management can help you achieve higher levels of availability, performance and customer success rates. 
(WEBCAST) READ ABSTRACT |

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction by Five9

March 2014 - (Free Research)
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center. 
(EGUIDE) READ ABSTRACT |

Service and Support: Made to Measure Using Consona Analytics as a Roadmap to Success by Consona Corporation

October 2009 - (Free Research)
Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support success requires that all stakeholders know where they’re going and how they’re doing. 
(WHITE PAPER) READ ABSTRACT |

Implementing Cloud Storage Metrics to Improve IT Efficiency and Capacity Management by Intel

December 2011 - (Free Research)
Storage capacity utilization metrics provide a framework you can use to analyze and manage SAN storage use across a diverse IT environment. Check out this white paper to explore how capacity metrics can help your organization with efficiency, capacity management, and risk management. 
(WHITE PAPER) READ ABSTRACT |

Consult the new dictionary for customer experience KPIs by Oracle Corporation

September 2012 - (Free Research)
This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value. 
(WHITE PAPER) READ ABSTRACT |

ACP- The Truth About Power Consumption Starts Here by Dell, Inc. and AMD

August 2011 - (Free Research)
Based on customer demands, one company as developed a new metric designed to give customers a more accurate idea of the power consumed by the processor, thus enabling the customer to more accurately plan for future power budgets. 
(WHITE PAPER) READ ABSTRACT |

Application Performance Management in a Virtualized Environment by Compuware Corporation

April 2011 - (Free Research)
This white paper focuses on the APM challenges of implementing VMware’s ESX server, the leading virtualization solution in use today, and the application performance challenges when running in a VMware ESX environment, successful approaches to solving these challenges, and how Compuware’s Vantage 11.5 provides a complete VMware APM solution. 
(WHITE PAPER) READ ABSTRACT |

Contact Center Metrics and Performance Management by Five9

May 2014 - (Free Research)
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. 
(EGUIDE) READ ABSTRACT |

New Analytics Approach Needed for Contact Center Success by Five9

May 2014 - (Free Research)
This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach. 
(EGUIDE) READ ABSTRACT |

Employ Application Performance Management, Have Happy Customers by TechTarget

February 2014 - (Free Research)
Application performance management along with enterprise applications are getting more complicated. Thus, solving performance issues, while necessary, can also leave AppDev teams vulnerable to increased demands. Take this short survey to access an e-guide that aims to answer the questions facing many product managers today. 
(RESOURCE)

Measuring the Business Impact of Support by Citrix Online UK

July 2010 - (Free Research)
Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business. 
(WHITE PAPER) READ ABSTRACT |

Quest MessageStats™ by Dell Software

Quest MessageStats empowers executive management, Information Technology (IT) managers, and Exchange administrators to perform business-critical analysis and reporting on Exchange e-mail infrastructures. 
(ASP & SOFTWARE PRODUCT)

Mobile, Social, Analytics Offer Promise but Demand New Metrics by IBM

March 2013 - (Free Research)
A successful social media analytics endeavor involves changing your business practices and metrics in order to adapt to these new technologies.  This expert e-guide explains how your organization should rethink metrics in order to maximize the value of social technologies, analytics, and mobile devices. 
(EGUIDE) READ ABSTRACT |

E-Guide: Application Lifecycle Management Tools and Processes by Hewlett-Packard Company

March 2012 - (Free Research)
CIOs are always looking for ways to deliver higher quality software faster, especially in today's bottleneck-prone Agile and iterative environments. As this e-guide explains, streamlining the number of software quality metrics you use as well as implementing lifecycle virtualization can significantly improve your development efficiency. 
(EGUIDE) READ ABSTRACT |

The Total Economic Impact of CA Technologies’ Business Service Insight Solution by CA Technologies.

December 2011 - (Free Research)
Read this study conducted by Forrester Consulting on behalf of CA Technologies, you learn about the ROI impact of a SLA management platform that offers features for data metrics, automation, performance monitoring, and more. 
(WHITE PAPER) READ ABSTRACT |

The Value of Performance Metrics in Managing IT Service by CA Technologies.

July 2010 - (Free Research)
Read this paper to learn how CA Technologies is helping IT manage changing environments and assure service levels across the enterprise. 
(WHITE PAPER) READ ABSTRACT |

The Best Best Practice Guide: Benchmarking for Service Desk Success by GoToAssist

November 2010 - (Free Research)
Benchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery. Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email. Download the SDI best practices guide to learn more! 
(WHITE PAPER) READ ABSTRACT |

Measuring Software Quality: Why Your Metrics Don't Make the Grade by IBM

April 2013 - (Free Research)
What keeps your customers happy when it comes to software? Tune into this video to learn more about what you can do to improve your software  testing and quality assurance. It outlines the pros and cons of satisfied customers and what the means for your business. View this resource now to learn more about improving your software. 
(WEBCAST) READ ABSTRACT |

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