associates

In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support? The answer is, yes. Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions. This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact center associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers. To change the outcome, customer service representatives need the right training and tools to not only understand the issue,

In Q4, 2009, ENTERPRISE MANAGEMENT ASSOCIATES (EMA) analysts worked with ASG to research how executives in IT and within the lines of business use dashboards to gain holistic insights into IT services as they impact business outcomes.

For the second year, we asked 500 panelists their feelings and perceptions regarding the state of brickand- mortar retail. The results may surprise you. Our research found that, although sales associates are generally viewed neutrally, specific sectors such as consumer electronics stores and momand- pop shops have a positive perception. Consumers seek out sales associates who are educated and able to help them make an informed purchase. Our results also confirmed prior reporting1 into the growing fluidity between e-commerce and traditional retail. More than 75 percent of our panelists reported frequently browsing online, then purchasing the product in-store. Sales associates who are educated about the products in their store are more likely to sell more. Brands that ensure that their sales teams have the proper product knowledge maximize the likelihood that consumers will purchase from them.

Astaro now ensures that the network is running smoothly and the entire organization has become more productive through content filtering.

How can your business support new identity-defined workspaces across a variety of users — retail store associates checking inventory on a PC and a smartphone, hospital clinicians entering test results into a mobile workstation and an iPad, or financial advisors placing trades from Android devices and laptops? The answer is the digital workspace.

This Enterprise Management Associates® (EMA™) research summary, sponsored by Riverbed®, highlights some of the key findings of EMA’s landmark report, “Network Management Megatrends 2016: Managing Networks in the Era of the Internet of Things, Hybrid Cloud, and Advanced Network Analytics.” It examines several major areas of change and evolution affecting network management. These “megatrends” include hybrid cloud networking, the Internet of Things (IoT), advanced network analytics, network management outsourcing, and network management tool consolidation.

This white paper describes findings from the first major survey of information governance practices at healthcare organizations.

Learn how Dickinson + Associates is using SAP S/4HANA Professional Services Cloud—including the entire suite of accounting, financials, and procurement—to gain better visibility into their business. For the first time, the company has real time tracking of project profitability, as well as better visibility into resource scheduling. 

SAP S/4HANA Retail for merchandise management is at the core of a comprehensive suite of retail offerings designed to help retailers meet the demands of a digital economy. It supports retail core processes end to end, starting with master data down to point-of-sales (POS) connectivity. It allows insights into operational retail data, empowering users with contextual, real time information for faster and better decision making. Processes can easily be extended to connect to business networks to form a digital ecosystem and collaboratively drive business model improvements. Equipped with a simple and intuitive user experience, the solution offers better support for headquarters users as well as store associates to drive compelling customer experiences.

Mobile retail applications empower associates with store operations data, merchandising, and logistics.

Mobile retail applications empower associates with store operations data, merchandising, and logistics.

Read Enterprise Management Associates’ 2013 Private Cloud Platforms Radar Report to see how EMA evaluated BMC’s cloud management solutions. You’ll gain comprehensive analysis of the platform’s “Solution Impact,” including features, architecture, and integration, as well as “Resource Efficiency,” or time, effort, and cost. The report also evaluates vendors’ overall performance, strengths, and limitations.

Download this case study to learn how Allscripts Professional solutions have enabled Pulmonary Associates of Richmond to meet Meaningful Use, earning incentives of $714,000.

The OCR conducts HIPAA audits of covered entities and their business associates and subcontractors. If HIPAA violations are discovered during these audits, the OCR will implement significant penalties. Additionally, since OCR is posting the details of every breach affecting 500 or more individuals on a public website1 , the organizations involved have become susceptible to class-action lawsuits.

Asheville Anesthesia Associates faced a growing accounts receivable file and a payment collection process that was too slow. Learn how they used RealMed (now known as Availity Revenue Cycle Management) to reduce time-to-payment by 75 percent, and reduce their average days in A/R by 62.5 percent.

Radiological Associates of Long Island implemented Universal Viewer to give radiologists PACS reading tools and advanced features across the enterprise and anywhere Internet access is available.

o With foot traffic falling and online shopping options growing, retailers must find new ways to “digitize” and understand real-world behavioral data—such as in-store browsing patterns, staff attentiveness, and specific product interest— in the same way that online retail utilizes big data to optimize online experiences. They must also find innovative ways to keep customers engaged with their brands, especially in expensive brick-and-mortar locations. In this environment, managing labor costs is critical, as these costs are second only to real estate. Assigning and enabling sales associates cost-effectively is key to profitability. Retailers have an opportunity to meet their challenges by putting new data and Internet of Things (IoT) technologies to work

In Forrester’s 40-criteria evaluation of omnichannel order management (OMS) vendors, we identified the nine most significant software providers in the category — Aptos, IBM, Jagged Peak, Kibo, Manhattan Associates, NetSuite, Oracle, Radial, and SAP Hybris — and researched, analyzed, and scored each. This report details our findings about how well each vendor fulfills our criteria and where each stands in relation to one another to help eBusiness professionals select the right partner for their omnichannel order management needs.

This White Paper discusses end-to-end application performance management in the context of the impact to the business. It then highlights CA’s application quality and performance manage­ment solutions for both Web and mainframe applications, with particular focus on the integration of CA Wily with AQM Solutions’ TRILOGexpert APCTM for TriTuneTM with Performance Desktop.  It concludes with the Enterprise Management Associates (EMA) perspective on the market in general, and on the CA solution in particular.

How can your business support new identity-defined workspaces across a variety of users — retail store associates checking inventory on a PC and a smartphone, hospital clinicians entering test results into a mobile workstation and an iPad, or financial advisors placing trades from Android devices and laptops? The answer is the digital workspace.

Security and network performance tools are unable to or weren’t built to handle and analyze traffic at higher bandwidths. Read Enterprise Management Associates new research report, “Next Generation Network Packet Brokers: Defining the Future of Network Visibility Fabrics” to learn how to reduce unnecessary tool upgrades due to bandwidth increases -- resulting in decreased costs, improved tool utilization and optimized investments in existing networking and security tools. Learn more by downloading this report!

Security and network performance tools are unable to or weren’t built to handle and analyze traffic at higher bandwidths. Read Enterprise Management Associates new research report, “Next Generation Network Packet Brokers: Defining the Future of Network Visibility Fabrics” to learn how to reduce unnecessary tool upgrades due to bandwidth increases -- resulting in decreased costs, improved tool utilization and optimized investments in existing networking and security tools. Learn more by downloading this report!

For retailers and brands looking to transform their customer experience through improved in-store selling, engagement and fulfillment, this buyers’ guide will help translate critical business needs into prioritized criteria for point of sale software selection.

Security and network performance tools are unable to or weren’t built to handle and analyze traffic at higher bandwidths. Read Enterprise Management Associates new research report, “Next Generation Network Packet Brokers: Defining the Future of Network Visibility Fabrics” to learn how to reduce unnecessary tool upgrades due to bandwidth increases -- resulting in decreased costs, improved tool utilization and optimized investments in existing networking and security tools. Learn more by downloading this report!

In collaboration with Enterprise Management Associates (EMA), AppDynamics has conducted a survey of application management professionals and managers to determine exactly what IT organizations want and need from APM providers. Here are some key findings from the research: • Only 30% of companies currently have application-specific solutions to monitor apps • 50% or fewer of the tools companies have purchased are actively being used to monitor apps • 27% of application-related problems are detected by monitoring tools • A “unified monitoring platform” is the top choice in a feature of an APM solution Download the full report to review the findings and understand the key challenges and “must haves” associated with APM solutions voiced by IT professionals themselves.