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
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
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
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
What are the differences between a predominantly manual and a thoroughly automated corporate environment? Time, money and manpower… just to name a few.
There are four major categories of desktop videoconferencing solutions: consumer applications, unified communications (UC) clients, video pure plays, and webconferencing. In Forrester’s 60-criteria evaluation, we identified the 10 most significant software providers in three of those categories — Avaya, Blue Jeans Network, Cisco Systems, IBM, IOCOM, LifeSize, Microsoft, PGi, Polycom, and Vidyo — and researched,
One of Kristinehamns Kommun’s roles is to provide Integrated Computer Technology (ICT) services to schools. In 2010, the authority launched an IT programme to provide every senior school student and teacher with a laptop to enhance learning. These devices are used for school work, information research and communicating with staff and other students. The aim
The BI Survey 13 is based on findings from the world’s largest and most comprehensive survey of business intelligence end-users, conducted earlier this year. In total, 3,149 people responded to The Survey with 2,298 answering a series of detailed questions about their usage of a named product. Altogether, 30 products or groups of products received
Forrester: Rally Shines for Managing Agile Projects Innovation drives interest in application life-cycle management Application Lifecycle Management (ALM) is going through a period of redefinition and innovation. Firms can no longer accept historical gulfs between business and application development and delivery teams. This Forrester Wave report evaluates the Application Life-Cycle Management market, including the major
This white paper introduces the EMC XtremIO Storage Array. It provides detailed descriptions of the system architecture, theory of operation, and its features. It also explains how the XtremIO’s unique features (such as Inline Data Reduction, scalable performance, data protection, etc.) provide solutions to data storage problems that cannot be matched by any other system.