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Documents related to » first contact metrics


Keeping HR Metrics on Track
No one in HR is under more pressure than those charged with managing health care costs. A study by Mercer showed health care costs up yet again in 2009, part of a relentless trend that year upon year has made an expensive benefit even more costly. Yet, this is also an essential benefit, one that has a major impact on the lives of employees; one they care about a great deal. With so much at stake, organizations are going to demand that HR come up with metrics to manage this investment. However, it‟s all too easy to go astray with any kind of metrics, and HR leaders can profit from some tips to keep them on track. Download this white paper to learn more.

FIRST CONTACT METRICS: HRIS, Metrics, tracking, HRIM.
8/25/2011 2:53:00 PM

Contact Centre Virtualisation
As companies expand—often globally—they may operate multiple customer service call centers. Unifying these geographically dispersed and discrete contact centers creates a single, virtual contact center operation that is more efficient, easier to manage, and has better customer service. Learn about contract center trends and the five key elements to consider when outsourcing your customer service center business processes.

FIRST CONTACT METRICS: Contact Centre Virtualisation Contact Centre Virtualisation Source: EDS Document Type: White Paper Description: As companies expand—often globally—they may operate multiple customer service call centers. Unifying these geographically dispersed and discrete contact centers creates a single, virtual contact center operation that is more efficient, easier to manage, and has better customer service. Learn about contract center trends and the five key elements to consider when outsourcing your customer
5/20/2008 4:47:00 PM

Effective Operational Security Metrics
Due to the changing regulatory environment and the complexity of business today, organizations are facing increased accountability. Security risks, however, can often be difficult to measure and even more difficult to understand by people outside of the department. The key to demonstrating improvement is to translate security information in to business terms. Organizations must align, manage, and measure security around business operations.

FIRST CONTACT METRICS:
4/3/2006 2:54:00 PM

Human Capital Analytics: The Metrics That Matter
TEC analyst Sherry Fox explores human capital analytics and pinpoints five key steps for organizations to take to effectively analyze HR data and better manage their workforce. Most organizations are capturing thousands of pieces of data about their employees on a daily basis, but it can be hard to focus on the data that really matters. In this article, TEC research analyst Sherry Fox explores the concept of human capital analytics and pinpoints five key steps for organizations to take to effectively analyze human resources (HR) data and better manage their workforce.

FIRST CONTACT METRICS: workforce analytics, human capital analytics, hr strategy, workforce analytics software, workforce analytics training, what is workforce analytics, workforce planning and analytics, sample hr strategy plan, hr strategy consultants, sample hr strategy, hr strategy sample, hr sourcing strategy, hr systems strategy, hr strategy consulting, example of hr strategy, example hr strategy, hr strategy example, hr strategy examples, examples of hr strategy, hr recruitment strategy, hr strategy template, hr strategy consultant, hr strategy presentation, hr strategy training, workforce analytics .
11/10/2011 3:19:00 PM

6 HR Metrics No Executive Should Be Without
In an economic climate characterized by cost-cutting and increased regulatory requirements, HR faces growing demands to communicate the value it creates in ways that CEOs can better appreciate. That means moving away from soft measurements such as “improvements” and adopting quantifiable metrics similar to those executives use to monitor the overall business. Meaningful HR metrics can include things such as recruitment costs, employee retention rates, and employee satisfaction metrics. With such metrics in hand, HR is better able to deliver additional value, savings, and increased productivity to the business. Read this white paper to learn more about the benefits of using BI tools to deliver strategic metrics to HR.

FIRST CONTACT METRICS: Ultimate Software, HR, human resources, business intelligence, BI, HCM metrics, BI reporting, business strategy, HR metrics, HRMS, employee retention, employee satisfaction, human capital management.
5/23/2013 10:25:00 AM

Learn the Secrets of Contact Center Success from Experts in the Field
Discover how to raise your contact center's level of efficiency and customer satisfaction in Best Practices for Improving Performance in Your Conta...

FIRST CONTACT METRICS: Learn the Secrets of Contact Center Success from Experts in the Field Learn the Secrets of Contact Center Success from Experts in the Field How does your contact center stack up against the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term relationships? Discover how to raise your contact center s level of efficiency and customer satisfaction in Best Practices for Improving Performance in Your Contact Center . In this Focus
6/7/2011 10:00:00 AM

Application Portfolio Management: Are You Getting the Most from your Enterprise Software?
Information technology organizations are faced with the challenge of managing a host of diverse enterprise applications, and the need to evaluate application metrics and performance. To address this challenge, it is worth considering application portfolio management solutions.

FIRST CONTACT METRICS: Tracking upgrades and providing first level support, as well as troubleshooting, represent a fraction of the application management challenges. In addition, the applications running a business require consistent inventory tracking, along with monitoring of their performance and the value they bring to the business. Consequently, application portfolio management (APM) has emerged as a critical component of IT governance. In light of this reality, most IT departments have adopted some form of APM. Managing
5/15/2006

Measuring the Success of Lean: Selecting the Best Mileposts for the Never-ending Journey
As manufactures adopt lean principles, the process inevitably involves developing metrics for measuring their progress. But measurements are linked throughout the organization, not just on the manufacturing floor but in accounts payable and other back office processes. This white paper emphasizes the need to focus on strategy deployment.

FIRST CONTACT METRICS: lean manufacturing metrics, lean manufacturing strategy deployment, lean manufacturing culture, lean scm, lean scm strategy, lean scm metrics, lean inventory optimization, lean manufacturing methods, lean manufacturing, lean manufacturing training, lean manufacturing tools, lean manufacturing kanban, lean manufacturing definition, lean manufacturing techniques, what is lean manufacturing, lean manufacturing consultants, lean manufacturing consulting, lean manufacturing certification, lean manufacturing concepts, lean supply chain, lean supply chain management, lean manufacturing software, .
1/30/2012 10:06:00 AM

Aspen’s Step Backward in the First Quarter Part of Familiar Dance
First quarter results tend to be Aspen Technologies’ weakest of the year and 1Q 2001 is no exception. There are signs that suggest the process manufacturing enterprise software vendor is taking pains to break the cycle.

FIRST CONTACT METRICS: Step Backward in the First Quarter Part of Familiar Dance Aspen’s Step Backward in the First Quarter Part of Familiar Dance Steve McVey - November 7, 2000 Read Comments S. McVey - November 7, 2000 Event Summary Aspen Technology s financial results for the first quarter ending September 30, 2000 fell short of last quarter s results but typify the vendor s cyclical business. License revenue decreased 31% to $32.6 million from the previous quarter of $47.3 million. A slight increase in service revenue
11/7/2000

Falling through the Cracks: The Hidden Issue That May Be Crippling Your Sales, Marketing, and Customer Service Databases
The contact database sits at the heart of any successful customer relationship management (CRM) program. Indeed, most CRM efforts aim at improving revenues based on the contact database. But what about the information that never made it into the database at all? The investment in these leads will often be lost—and the sales may go straight to the competition.

FIRST CONTACT METRICS: Falling through the Cracks: The Hidden Issue That May Be Crippling Your Sales, Marketing, and Customer Service Databases Falling through the Cracks: The Hidden Issue That May Be Crippling Your Sales, Marketing, and Customer Service Databases Source: CardScan Document Type: White Paper Description: The contact database sits at the heart of any successful customer relationship management (CRM) program. Indeed, most CRM efforts aim at improving revenues based on the contact database. But what about the
4/23/2007 5:29:00 PM

The Cost of Culture Clash: Building a Collaboration Model for Twenty-first Century Globalization
Offshoring is well-entrenched in most global corporations today and has in fact become a necessary means of supporting business growth. And as companies familiar with offshoring will agree, integrating diverse cultures and geographies is essential. If unaddressed, it can lead to lack of trust, low morale, and loss of productivity. More often than not, these outcomes are mistaken for issues with governance, delivery or project reducing chances of success. What is required is a training program tailored to the design, delivery, content, outcomes, and cultural organization of your enterprise. Download this white paper to learn more now.

FIRST CONTACT METRICS: a Collaboration Model for Twenty-first Century Globalization The Cost of Culture Clash: Building a Collaboration Model for Twenty-first Century Globalization Source: Wipro Technologies Document Type: White Paper Description: Offshoring is well-entrenched in most global corporations today and has in fact become a necessary means of supporting business growth. And as companies familiar with offshoring will agree, integrating diverse cultures and geographies is essential. If unaddressed, it can lead to lack
11/14/2011 5:22:00 AM


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