How to drive employee motivation and
learning with gamification and feedback
Digital engagement provides an exciting new way of breaking away from old paradigms to generate
motivation, proficiency and engagement.
In this white paper we will:
* Provide ways to rethink call center agent motivation by using techniques like feedback, competition, adaptive learning and goals.
* Take a look at what digital motivation looks like in the contact center from the point of view of a call center agent and his manager
Using gamification can do much more than drive quality and performance. It also provides agents with much needed engagement, transparency, feedback and optimal use of best practices training.
In order to provide high quality, cost effective business services in complex, distributed environments, improved IT management strategies are required. Business Service Management (BSM) is a strategic approach to managing IT services in support of improved business performance.
Published By: Cisco EMEA
Published Date: Mar 05, 2018
The competitive advantages and value of BDA are now widely acknowledged and have led to the shifting of focus at many firms from “if and when” to “where and how.” With BDA applications requiring more from IT infrastructures and lines of business demanding higher-quality insights in less time, choosing the right infrastructure platform for Big Data applications represents a core component of maximizing value. This IDC study considered the experiences of firms using Cisco UCS as an infrastructure platform for their BDA applications. The study found that Cisco UCS contributed to the strong value the firms are achieving with their business operations through scalability, performance, time to market, and cost effectiveness. As a result, these firms directly attributed business benefits to the manner in which Cisco UCS is deployed in the infrastructure.
Cisco engaged Miercom to conduct a competitive analysis of its Catalyst 2960-X switch versus two comparable Hewlett-Packard switches from the 2920 and 5120 product families. Miercom executed comprehensive hands-on testing and evaluated the performance of some widely deployed features that are critical for reliable functioning of enterprise networks. The test methodology focused on specific areas in which Cisco believed there were key competitive differentiators between the products. Test results validated include throughput, latency, energy efficiency, stacking, LACP load balancing and Quality of Services (QoS) performance. Miercom found that the Cisco Catalyst 2960-X demonstrated superior performances against the competitive switches in the tests featured in this report.
Delivering high-quality services with greater speed and efficiency is one of the greatest pressures facing your information technology (IT) infrastructure. The rise of computing in the cloud, expansive mobility options, and increasing pressure to boost application performance have added even further complexity - leading to inefficiencies that can limit your opportunity for growth and success. Traditional, siloed IT infrastructures are often too labor intensive, inefficient, and slow to overcome these challenges. Organizations need a converged, cloud-ready, software defined infrastructure to help them meet the evolving demands of their business.
Published By: Dell EMC
Published Date: Feb 14, 2019
Like businesses of all sizes, midmarket firms have an ongoing need to stimulate innovation and improve quality. Midmarket firms need to balance these requirements against a backdrop of limited scale, rapid market change and constraints on resources that can be dedicated to shaping the future, rather than reacting to the demands of the present. This Proaction Series report, commissioned by Dell, will address technologies best able to empower scarce resources as they help set new benchmarks for business performance.
Download this report from Dell and Intel® to learn more.
Intel Inside®. Powerful Productivity Outside.
Published By: FusionOps
Published Date: Jul 25, 2016
Life science companies are adopting innovative cloud technology to provide a single source of truth for end-to-end supply chain decision-making.
Read this CIO interview to learn how H.D. Smith is using FusionOps supply chain intelligence software to improve efficiency, cost, and quality.
• How to improve time to actionable insights using a cloud platform
• How to improve service levels and forecast accuracy through deeper intelligence into the supply chain
• How to enable cross-functional collaboration to make better business decisions and drive performance improvement
Consistency and customer experience are key to quality and profitability in retail. Manual reporting processes can be unwieldy and time-consuming, but bringing together all compliance procedures under one digital platform means fast, consistent and easy-to-access performance data.
Using real-time insights into best practice improves the reporting of quality control, stock loss prevention, inspection processes, logistics and more – saving time, increasing efficiency and boosting customer satisfaction. Benefits include better branding through monitoring rollouts with uploaded photos and videos, protection against shrinkage through improved inspection processes and audits, and clearer visibility of issues which means a speedier response.
Quality of service (QoS) is a critical enabling technology for enterprises and service providers wanting to deliver consistent primary storage performance to business-critical applications in a multi-tenant or enterprise infrastructure. The type of applications that require primary storage services typically demand greater levels of performance than what is readily available from traditional storage infrastructures today. However, simply providing raw performance is often not the only objective in these use cases. For a broad range of business-critical applications, consistent and predictable performance are the more important metrics. Unfortunately, neither is easily achievable within traditional storage arrays.
In today’s user-centric world, applications are increasingly at the heart of how your customers experience your products and services. Consistently good application performance is now essential to business success. This is where the quality of application performance enters the picture. Given the
complexities of today’s modern application environments, applications should be tested early, often, and thoroughly in the development cycle using processes and solutions to fit your specific needs. To help your organization meet this objective, this interactive brochure explores an eight-step framework for better application performance. This framework begins with business requirements and culminates in the ongoing optimization of
your application performance. With its expansive application software portfolio, HP covers all of the steps in this framework.
We know “company event” is not the first thing that comes to mind when thinking about Cirque du Soleil.
Cirque is known for its unique style of high quality entertainment, artistic acts that defy gravity and performances that remain in the guests’ hearts long after they have seen them…which is all the more reason why our shows are the perfect setting for a corporate outing!
Business applications have become the battleground for customer loyalty. To compete, IT organizations are under pressure to deliver applications faster and with higher quality. Continuous Delivery (CD) of code offers a solution. CD may be paired with DevOps, Agile and other methodologies. However, QA and testing can be an obstacle to CD’s rapid development and deployment of high quality code. Testers and developers must engage in Continuous Testing, continuously testing software for performance, quality and user experience as it’s being developed.
Continuous Testing is not a push button process, though. It requires a comprehensive approach. This paper outlines the common challenges to Continuous Testing and highlights results from real users who have used technology to get to succeed with the Continuous Testing process.
Rising costs, declining reimbursements and the mandate to improve quality: these are key challenges that surgery centers face every day. For years, costs have continued to climb, while reimbursements have declined or, at best, remained stable. To address these issues and succeed in the future, surgery centers need to develop comprehensive plans that leverage both supply chain and clinical expertise. For many facilities, the next step is to conduct a clinical assessment that identifies new ways to improve inventory management and clinical practices. The heart of this approach from Cardinal Health is a clinical team that leverages OR and supply chain expertise to understand, prioritize and pursue opportunities for improving the health of patient and your practice alike. To learn more, read this case study and find out how two surgery centers have used a clinical assessment from Cardinal Health to improve performance.
Engage online audiences with attractive images that are automatically optimized for both maximum visual quality and performance while reducing the cost and effort to transform and deliver web-ready images.
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.
Published By: Genesys
Published Date: Dec 11, 2013
Gartner recently released its Magic Quadrant for Contact Center Workforce Optimization, the annual report analyzing the workforce optimization industry. Gartner positions vendors based on Completeness of Vision and Ability to Execute.
Genesys improved its 2013 position moving from Niche Player to the Challengers Quadrant. This report provides you with insights you need to determine the Workforce Optimization Solution that is right for your organization. Read Now.
As enterprise IT departments increasingly move toward multi-sourcing environments, it is more important than ever to measure ADM deliverables—not only to manage risks by ensuring overall structural quality of systems, but also to objectively evaluate vendors and make smarter sourcing decisions. This paper describes the eight steps for integrating Sofware Analysis & Measurement (SAM) in your outsourcing relationship lifecycle—from RFP preparation to contract development, team transition and benchmarking—to objectively evaluate the reliability, security, efficiency, maintainability, and size of software deliverables. This measurement can greatly improve the maturity in your outsourcing relationships to enhance performance and reduce risk.
Extending DevOps to mainframe applications and teams is essential towards the agility and velocity that enterprises require to remain innovative in today’s turbulent digital business environment.
• For enterprises with mainframes, trying to achieve the benefits of Digital Transformation without dealing with existing mainframe assets is a fool’s errand.
• Breaking down silos and moving to DevOps is central to what it means to undergo Digital Transformation.
• Including the mainframe in modern software development approaches can improve quality overall, reduce test cycles and deployment timeframes, and ensure mainframe-based applications support the end-to-end performance requirements that today’s customers demand.
In this case study, large health systems implement IBM Watson Health to surface improvement opportunities. Using this tool, they were able to cut costs, reduce patients’ length of stay, acquire actionable data, address number of readmissions and improve management of COPD and sepsis.
Organizations that automate their highly-virtualized infrastructure environments discover that they are able to introduce new forms of self-service and on-demand IT delivery models. As a result, they’re far better positioned to compete in a world where the quality and performance of applications increasingly dictates success and failure.
On the journey to agility, the ultimate destination remains infrastructure defined by software and operating in a way that’s both application-aware and self-healing. For enterprises competing in the digital economy, deploying a CMP to manage increasingly complex infrastructure has become an indispensable part of that journey.
Learn more about vRealize Suite and our strategy for the Software-Defined Data Center.
Read this whitepaper published by Heavy Reading and sponsored by IBM to look at why network service quality matters to customer loyalty and CSP attitudes to improve it and discover how CSPs can correlate customer loyalty indicators like Net Promoter Scores with network and service quality metrics to help drive better business and operational performance
Published By: Keynote
Published Date: Apr 23, 2014
In the world of digital interactions, the margin between success and disengagement or abandonment is measured in milliseconds. With the exploding adoption of advanced smartphones and tablets, you need a mobile-first approach to engaging with customers and employees. And as your mobile initiatives are delivered at increasingly rapid rates, the quality and reliability of the mobile apps, mobile web and connected services that support them has become critically important.
For the technology teams delivering customer and employee services in the mobile channel, it is important to understand that performance monitoring solutions which work for the desktop cannot be simply applied to mobile. Managing the mobile end user experience requires an understanding of the challenges posed by the complexities of the mobile environment. This paper will reveal the 4 pillars of mobile performance, plus offer strategies for accurately monitoring mobile end user experience so you can continuously improve.
Introduction to Guaranteed Quality of Service is an in-depth account of the crucial importance of incorporating Quality of Service (QoS) technology within data storage architecture, outlining how QoS is the critical factor in enabling dependable storage performance for business-critical applications in a multi-tenant or enterprise infrastructure.
The fifth annual State of DevOps Report, presented by Puppet and DevOps Research & Assessment (DORA), confirms and highlights the fact that achieving higher IT and organizational performance is a team effort spanning development and operations — and it’s an investment that can deliver powerful returns.
This year’s report shows how DevOps speeds up delivery, improves quality and security, enhances employee engagement and more.
Download the report to learn why:
• High-performing IT organization experience 200x more frequent deployments and 24x recovery from failures.
• High performers spend 22 percent less time on unplanned work and 29 percent more time on new work, such as features or code.
• Taking an experimental approach to product development improves IT performance.
The report also helps you understand the ROI of DevOps, and includes formulas to quantify your potential cost savings, using metrics from you own organization.
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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