Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.
Two dominant trends are potentially reshaping the role of the HR function in the corporate world. The first relates to the rapid growth of the knowledge economy. In this environment, a committed, appropriately skilled and prudently deployed workforce is critical in order to develop new products and outstrip the competition. Second, many administrative functions that were formerly handled by HR departments, such as payroll and pensions, have now been farmed out to third parties. Indeed, research reveals that more than two-thirds of companies outsource a portion of their HR functions. This report by the Economist Intelligence Unit investigates whether the HR function is forging a close and robust relationship with the CEO. It also explores the nature of these working relationships, how they have been affected by the economic downturn and how they vary across industries and regions.
In today’s lean business environment, companies are maximizing the value of their people. Your people—or talent— are an asset you can leverage to dramatically increase your success. The more you know about your talent, the more you can drive performance. Leveraging talent management can help you capture meaningful information about people, know the talent that is driving results, and act on insight for better business performance. In today’s lean business environment, your people are an asset that can be dramatically leveraged to increase success. This executive brief investigates how organizations can better understand the talent that is driving results.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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