Creating A Collaborative Enterprise
Forrester’s in-depth survey of 631 senior IT decision-makers across eight countries found that companies will increasingly leverage the cloud to access collaboration services — including voice, web, and videoconferencing. However, we also found that, depending on the customer’s security and performance requirements, cloud computing will not replace traditional delivery models; rather, old, new and hybrid […]
How Foglight Makes User Experience Management A Reality: Three Case Studies
Extensive research on User Experience Management (UEM) by ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) reveals that UEM is a multi-faceted requirement that includes performance management, business impact, end-user productivity, and even insights into application design and usage. This insightful white paper includes three interviews with Dell customers that underscore UEM’s diverse appeal, its essential values to IT,
How To Replace Top-Down Training With Collaborative Learning
Today’s corporate learning doesn’t take place at a designated time in a designated room. It is continuous, collaborative and company-wide. “People are at their best when they’re doing things for themselves, when they ‘pull’ what they need rather than have things ‘pushed’ on them.” This brief by Jay Cross, CEO of Internet Time Alliance, provides […]
Improving Engagement with Multi-Channel Service
Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new channels, but also empower their teams to deliver an effective and consistent experience regardless of the channel selected by the customer. This document will highlight the key […]
Live Chat Effectiveness 2013
Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. This year’s report explores how Internet […]