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There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.
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When moving to the cloud, storage metrics can significantly help to improve efficiency and capacity management, optimizing your SAN environment. Access this white paper to learn how these metrics can help you effectively manage your computing and traditional environments.
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To maximize company performance, you need the best talent – and the best talent comes from superior recruiting. This resource counts down 10 must-have metrics and benchmarks for better recruiting.
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This brief paper will examine the differences between Agent and Agentless monitoring, so you can make the right decision based on your company’s needs.
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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.
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This quick guide from Service Desk Institute identifies the most popular industry metrics that you should be employing, considers the best ways to measure them and demonstrates how to utilise these measures to improve your service delivery.
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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.
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In this white paper, you'll find both the pitfalls of virtual monitoring and management, and how to navigate the maze of competing virtual monitoring and management vendors. In the end, you'll have a clear idea of what solutions will work for you.
WHITE PAPER:
In performance management, consistency is king. The simple sounding steps-identify and focus on value drivers, and align the organization to drive results - beg the question: What's the best performance management framework? Read this paper to learn more.
