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Business Value of Managed Services

IBM Integrated Managed Infrastructure services help organizations drive growth by reducing downtime, scaling operations, and improving application availability. The net result is reduced complexity through enhanced management of a multivendor and increasingly virtualized environment.

Taming the Data Beast

In 1970, Edgar Codd published the paper, “A Relational Model of Data for Large Shared Data Banks,” essentially inventing the relational database and setting the stage for the likes of Oracle and IBM to create the multi-billion dollar Relational Database Management System (RDBMS) industry. Shortly after, Larry Ellison founded Oracle, IBM revolutionized the retail industry

The New Normal for Software Development

Continuous Delivery is rapidly becoming the new normal for software development. Adoption rates are soaring. However, our survey data suggests that definitions of Continuous Delivery vary. Some respondents view Continuous Delivery as automation related, while others see it as related to continuity, time, or process. Respondents perceive faster time to market and better quality of

Web dSignShop SaaS – The Best Sign-Printing Software Available in THE CLOUD

Through a combination of leading process and content management products, industry expertise and proven success, Perceptive Software solutions are uniquely qualified to deliver immediate efficiencies in any area across the department and enterprise. Our solutions help organisations capture, process and collaborate on important documents and content, protect data integrity and access precise information at the

The Rising Financial Impact of Customer Service

The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing businesses have long understood the financial ramifications of a satisfied

Five Tips for Improving Customer Experience – Starting with the Support Desk

Within today’s competitive environment, where customers are more empowered than ever, organizations are looking to differentiate themselves from the competition and reduce customer churn through improvements in customer satisfaction. A recent Forrester survey found that 86 percent of decision-makers rank their customers’ experience as one of the top strategic priorities, and that 68 percent want

How to Select the Right Remote Support Tool

Today’s customer support and IT service organizations are charged with supporting ever-more complex environments that include multiple channels of communication to a seemingly limitless number of devices and systems—all while keeping support costs down. To meet these conflicting demands, service organizations are turning to remote support solutions. But as these remote support systems grow in

PRIORITISING THE LIVE CHAT OPPORTUNITY

The e-tailing group has had the good fortune to have monitored chat over the past 5 years where our views on this technology have been shaped by real chats with real retailers and consumer research that we have conducted jointly with BoldChat as they have taken a leadership role through their annual Live Chat Effectiveness