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Tool Kit: Quality Management in the Contact Center

Published By: 8x8 Inc.     Published Date: Aug 15, 2017
Agent attrition in contact centers is on the rise. One reason for this is the lack of adequate coaching. Coaching drives higher agent engagement and motivation to outperform, however requires that supervisors develop a comprehensive quality management program. This paper offers best practices on how to develop a world-class quality management program.
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8x8, quality management, contact center, customer experience, employee productivity
    
8x8 Inc.

Datacenter Downtime: How Much Does It Really Cost?

Published By: Aberdeen Group     Published Date: Jun 02, 2011
The focus of this document is to quantify the cost of IT-induced business downtime.
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aberdeen, datacenter uptime, roi, disaster recovery, best-in-class, industry average, laggard, sla
    
Aberdeen Group

Leveraging the 360 Degree Customer View to Maximize Up-Sell and Cross-Sell Potential

Published By: Aberdeen Group     Published Date: Oct 19, 2011
A true 360 degree view of the customer is a win-win situation for all parties involved: buyers benefit from better service and efficiency, and sellers derive improved loyalty and, inevitably, more repeat business from established customers. This report will explore how Best-in-Class companies take a holistic approach to providing a complete, accurate and integrated view of customers to improve satisfaction and retention without losing sight of customer profitability. As a result of these strategies, companies with more accurate and timely information about their prospect or customer can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client.
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aberdeen, technology, customer, up-sell, best in class companies, communications, customer satisfaction, business integration
    
Aberdeen Group

Omni-Channel Retailing Goes Social

Published By: Aberdeen Group     Published Date: Sep 25, 2012
The report will show how Best-in-Class organizations are prioritizing their social spend to improve personalization and brand compliance.
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retail, aberdeen, omni-channel, social, social marketing, marketing, social network
    
Aberdeen Group

The Future of Content Marketing: The Age of Content Science

Published By: Aberdeen Group     Published Date: Nov 13, 2015
Aberdeen’s Content Marketing survey revealed that while 95% of marketers are using or considering using a content marketing strategy, there are some distinct differences between those using content well and those just using content. The Best-in-Class are not only creating content at volume, they are taking a much more data-driven approach to their content marketing strategy — and it’s paying off. Find out how.
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customer acquisition, marketing leads, marketing challenges, marketing messages, contact management, data science, demand generation, email marketing
    
Aberdeen Group

6 Critical Technologies for Content-Backed Lead Generation

Published By: Aberdeen Group     Published Date: Nov 13, 2015
Aberdeen’s research shows that 90% of Best-in-Class marketers report fueling lead generation efforts with content marketing. What do you need to know to follow this best practice of the Best-in-Class? That’s exactly what this Knowledge Brief is intended to uncover.
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customer acquisition, marketing leads, marketing challenges, marketing messages, contact management, data science, demand generation, email marketing
    
Aberdeen Group

How Engaged Employees Drive Business Results

Published By: Achievers     Published Date: Nov 08, 2013
Recent research conducted by Harvard Business Review Analytic Services and Achievers reveals how best-in-class companies gain a competitive advantage by improving their employee engagement initiatives. Download The impact of employee engagement on performance and learn best practices for tying engagement to business performance, the business case for employee engagement and helpful metrics to measure the impact of engagement.
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employee engagement, business results, performance management, employee metrics
    
Achievers

How Engaged Employees Drive Business Results

Published By: Achievers     Published Date: Dec 03, 2013
Recent research conducted by Harvard Business Review Analytic Services and Achievers reveals how best-in-class companies gain a competitive advantage by improving their employee engagement initiatives. Download The impact of employee engagement on performance and learn best practices for tying engagement to business performance, the business case for employee engagement and helpful metrics to measure the impact of engagement.
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employee engagement, business results, performance management, employee metrics
    
Achievers

The Impact of Employee Engagement on Performance

Published By: Achievers     Published Date: Nov 06, 2019
But while most executives see a clear need to improve employee engagement, many have yet to develop tangible ways to measure and tackle this goal. However, a growing group of best-in-class companies says they are gaining competitive advantage through establishing metrics and practices to effectively quantify and improve the impact of their engagement initiatives on overall business performance. These are among the findings of the Harvard Business Review Analytic Services report of more than 550 executives around employee engagement—research that features in-depth interviews with 12 best-practice company leaders.
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Achievers

Best-in-Class Workforce Management Insights

Published By: Adecco     Published Date: Aug 18, 2017
What’s the C-Suite doing to make their employees happy and productive? And is it working? Find out—and get some new guidance for managing your own employees—in our report.
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Adecco

The Forrester Wave: Web Content Management For Online Customer Experience

Published By: Adobe     Published Date: Oct 18, 2012
The web content management market is growing based on customer experience management needs, including multichannel delivery, content targeting, analytics, and integration with other technologies. Read on to learn about the best in class CXM products.
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adobe, web content management, customer experience, commerce platforms, analytics, on-site search, platforms, business technology
    
Adobe

Gartner Magic Quadrant for Web Content Management, Q4 2012

Published By: Adobe     Published Date: Oct 19, 2012
Three trends have altered the Web content management market since 2011: social media, mobile computing and WCM used in more comprehensive solutions toward online channel optimization. Read on to learn more about WCM and the best in class solutions.
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wcm, adobe, web content management, java, .net, social media, customer experience, online channel
    
Adobe

FOLLOWING THE KISS RULE: HOW BEST-IN-CLASS COMPANIES REDUCE SALES FRICTION

Published By: Adobe     Published Date: Jul 04, 2016
See how your peers - and potentially your competitors - use e-signatures and mobile sales effectiveness technologies to simplify sales cycles and create win- win results.
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e-signature, digital signature, crm, customer care, adobe, sales, revenue, customer relationship management
    
Adobe

CRM + Esignature: Digitizing the Sales Handshake

Published By: Adobe     Published Date: Aug 11, 2015
Download this Aberdeen Group report to learn why the best in class organizations are closing more deals faster by adopting esignatures.
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adobe, document, crm, mobile, sales, automation, cloud, transactions
    
Adobe

Following the KISS Rule: How Best-in-Class Companies Reduce Sales Friction

Published By: Adobe     Published Date: Sep 10, 2015
See how your peers - and potentially your competitors - use e-signatures and mobile sales effectiveness technologies to simplify sales cycles and create win- win results.
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adobe, e-signature, revenue, sales
    
Adobe

CRM + Esignature: Digitizing the Sales Handshake

Published By: Adobe     Published Date: Nov 10, 2015
Download this Aberdeen Group report to learn why the best in class organizations are closing more deals faster by adopting esignatures.
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adobe, digital, sales, b2b, crm, esignature, aberdeen, sales management
    
Adobe

Modernizing HCM: Why the Digital Employment Experience Matters

Published By: Adobe     Published Date: Mar 16, 2016
Competition is the number one pressure faced by today’s HCM teams – by a 69% margin! Of all the pressures that contemporary HR teams face, finding and keeping quality talent ranks above everything else. As a part of that, Best-in-Class organizations need to focus on optimizing the employment experience, from hiring and onboarding, to ongoing management and transition. This report from Aberdeen explores how electronic signature solutions, as well as other digital HR technologies, can improve the employment experience throughout the journey. Read this report to learn: • Why Best-in-Class HR departments are investing in employee-friendly technologies • How digital solutions can impact employee experience, and why that matters for HR • How electronic signatures complement HRIS applications and streamline many HR processes
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hr organizations, hris, esignature, customer management, sales effectiveness, human capital management, knowledge management
    
Adobe

Following the KISS Rule: How Best-in-Class Companies Reduce Sales Friction

Published By: Adobe     Published Date: Mar 17, 2016
Modern selling requires a deeper skill set than ever before. Facing hyper-educated buyers and stiff competition, sales reps and channel partners alike are still expected to do more, with less, and faster, as annual quotas continue to rise in a mobile, social, uber-connected business landscape.
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adobe, sales friction, sales efficiency, kiss rule, customer satisfaction, sales automation, collaborative commerce, customer experience management
    
Adobe

EVOLVE YOUR OTT STRATEGY WITH AKAMAI

Published By: Akamai     Published Date: Mar 08, 2017
Read on to see how you can leverage the best in class performance that leads to the highest quality, recognized reliability, and the largest globally distributed infrastructure for the greatest scale.
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ott, over-the-top, reliability, quality, engagement, broadband, content, high quality
    
Akamai

5 Best Practices to ZBB

Published By: Anaplan     Published Date: Apr 02, 2019
5 best practices for world-class zero-based budgeting A traditional budgeting process based on extrapolating the previous year’s spend fails to provide the detailed insight needed to achieve a material change in the cost base, particularly when line item expenses are already high-aggregated. But zero-based budgeting (ZBB) can—and that’s what’s driving its increasing adoption in these volatile economic times. Download this white paper to discover: • Benefits of implementing a ZBB process at your organization • 5 best-practice approaches to implementing ZBB • Tips for leveraging ZBB in your organization in today’s volatile economy
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Anaplan

5 Best Practices to ZBB

Published By: Anaplan     Published Date: Apr 09, 2019
5 best practices for world-class zero-based budgeting A traditional budgeting process based on extrapolating the previous year’s spend fails to provide the detailed insight needed to achieve a material change in the cost base, particularly when line item expenses are already high-aggregated. But zero-based budgeting (ZBB) can—and that’s what’s driving its increasing adoption in these volatile economic times. Download this white paper to discover: • Benefits of implementing a ZBB process at your organization • 5 best-practice approaches to implementing ZBB • Tips for leveraging ZBB in your organization in today’s volatile economy
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Anaplan

Cisco (AppDynamics) is named a Gartner Magic Quadrant leader for APM Suites for 6 straight years

Published By: AppDynamics     Published Date: Apr 04, 2018
Application performance monitoring (APM) companies are quickly becoming some of the most important players in the IT landscape as enterprises strive to deliver best-in-class customer experiences. Download Gartner’s 2018 Magic Quadrant for APM to see: • Gartner's updated evaluation criteria • Evaluations of each recognized vendor • An analysis of current trends in the APM market
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AppDynamics

BPM Accelerated - Slashing cost and time with agile business processes

Published By: Appian     Published Date: Jun 29, 2010
This Aberdeen Group report reveals that Best-in-Class organizations are delivering process management capability to their non-technical business users faster and more efficiently, and leveraging these optimised processes for a substantial reduction in operating cost and cycle time.
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appian, bpm, business process management, best practices, business management
    
Appian

Customer Engagement: From Interactions to Relationships

Published By: Aria Systems     Published Date: Jun 15, 2016
"Differentiate your organization through customer engagement Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and annual growth as a result. Discover more in the report now >"
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Aria Systems

From Preservation to Prosperity: The CPO's Agenda for a New Decade

Published By: Ariba     Published Date: Oct 27, 2010
Find out how you can achieve Best-in-Class results.
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ariba, procurement, cpo, pace model, collaborative, eprocurement, collaboration, collaborative commerce
    
Ariba
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