One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Watch this webcast to learn how Microsoft Dynamics CRM can help you develop and strengthen profitable customer relationships. 

In this eBook, learn advanced strategies for creating actionable, interactive and user-friendly dashboards that will help your organization track key performance indicators (KPIs). 

This presentation transcript details an approach to optimize your virtualized infrastructure performance. Learn how to leverage key performance indicators and cross-domain analytics to plan for future capacity demands and improve service levels. Discover the secret to managing your VMware infrastructure performance for optimal resource utilization. 

This paper outlines the use of Key Performance Indicators (KPI metrics) together with associated Key Performance Drivers (KPD metrics) within the context of value stream management to support continuous operational performance improvement. 

Bring the two most powerful information systems in your business together more intuitively and more completely than ever before. Microsoft Dynamics and the Microsoft Office system work together in new ways to help workers reach the information and people they need to be productive and deliver excellent customer service. 

In order to work effectively, the CFO needs a single unified view that integrates data from multiple data sources and key performance indicators (KPIs), and places them in the context of strategic goals and financial plans. 

To regularly monitor and measure performance, senior managers require a link between their company’s strategic and operational plans. Oracle Hyperion Performance Scorecard can help you define a methodology-neutral strategy and measure performance against goals, monitor progress on a regular basis, and communicate across your entire enterprise. 

The paper provides valuable evidence about the benefits of achieving aligned operational excellence. In it you'll discover why companies that build and align their operational capabilities for strategic advantage earn a distinct execution premium in their business performance. 

Business process management provides a new management discipline, a new suite of software technologies and tools, and a new IT implementation style based on concrete links between strategy and execution. This white paper explains SAP's place in the BPM landscape and describes its new offering in that arena, NetWeaver BPM. 

IT management in small and medium companies can and must understand the information needs and language of their business colleagues within the organization. IT managers must show business managers how IT can enable them to meet and exceed their departmental goals. 

A disciplined IT performance measurement program is critical not only for business growth but also for economic viability. This paper provides a framework for a Return on IT (ROIT™) methodology and discusses how to deploy it within a company's business processes. 

This quick Flash presentation gives us an overview of Network Boost, a turn-key networking solution that offers application acceleration tools that are focused on achieving performance objectives.