Too many engineering teams aren’t set up for success (or satisfaction). The emphasis on full-stack hiring means engineers are pressured to extend outside of the areas they do their best work—their zones of excellence. Backend engineers in particular feel the pain of keeping up with frameworks, managing frontend complexity, and context switching between backend and […]
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The rise of the internet has meant big changes for customer service. No longer reliant on talking with a call center agent to resolve a problem, check the status of an order or get advice on choosing the right product, consumers today have an array of digital customer service tools at their disposal, the newest […]
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Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new channels, but also empower their teams to deliver an effective and consistent experience regardless of the channel selected by the customer. This document will highlight the key […]
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Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. This year’s report explores how Internet […]
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Based on research with more than three hundred companies, this report takes a close look at how live chat is used and measured in support settings, how organizations use live chat to engage with prospects and customers, metrics used to measure live chat success in support engagements and why organizations believe live chat helps them […]
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Live chat has proven itself in the support world by providing fast return on investment through easily-achieved agent efficiencies. While there is still ground to cover in the opt-in world of passive chat, the new frontier in web-based customer engagement technology lies within a more dynamic discipline – the optimization of invitation driven chats. In […]
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Storage virtualization has moved from “nice-to-have” to “must-have” status. This paper introduces storage virtualization and surveys the challenges that it can help to solve in the critical areas of engineering, operational and financial efficiency.
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The primary challenge when virtualizing Tier 1 applications is storage performance. Learn how to get around I/O bottlenecks and eliminate downtime risk.
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The appliance approach to data storage is inefficient and expensive. Find out what your storage vendor doesn’t want you to know about storage virtualization.
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One of the biggest changes in the way business is conducted today is how customers find them, contact them and do business with them. Today's customers can use the Internet to search for businesses 24 hours a day, using search engines and social media sites. This means your business needs to be more available to respond to customers and potential customers
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Virtual Desktop Infrastructure (also known as VDI) is a growing trend among companies in an effort to reduce costs and administrative overhead while improving reliability and security of users desktops. The three primary vendors with desktop virtualization software are Citrix, Microsoft and VMware. Successful implementations require several factors, including reasonable costs and good performance from […]
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