There are a lot of reasons that call center managers should keep working to find the right metrics from their call center data. Business insights, available from data that has historically been locked away in a phone system, are invaluable to a company that wants to use their contact center as a tool for achieving business objectives.
5 Key Metrics Every Call Center Manager Should Master
Data Center Building Blocks
Hyper-converged infrastructure accelerates deployments and relieves management headaches through modular approach.
The first known prefabricated house was developed by London carpenter Henry Manning in 1833 for his son who was emigrating to Australia.
Finding Value
SMBs looking to managed services providers to deliver efficiency, innovation and more.
As the role of business technology steadily evolves, small to midsize businesses (SMBs) have become increasingly comfortable with a managed services approach to their technology requirements.
A New Look
Emerging trends remove complexity and expand the possibilities of video conferencing.
The business case for video conferencing has been convincingly established. With workforces becoming more mobile and dispersed, video conferencing bridges geographic boundaries to reduce travel costs, improve collaboration and promote stronger business relationships.
Is Your Print Environment a Security Risk?
IT officials at government agencies are becoming more aware of the risks of a frequently overlooked source of security threats – the printer. In the 2016 Center for Digital Government survey, more than one in five government IT officials acknowledged their printers were more vulnerable than other network devices.
Why Cyber Insurance Is Becoming a Business Necessity
Organizations carry insurance covering a host of different risks, from accidental injury to property damage to negligence. However, a recent survey conducted by research firm Ovum found that only half of U.S. businesses have cyber insurance, and only 16 percent have cyber policies that cover all risks.
Business Continuity Planning Should Address Pandemic Threat
In our last post, we discussed business continuity planning tips as we enter into hurricane season. Organizations should take steps to ensure that their facilities are prepared for disaster and that employees know what to do in an emergency. They should also make sure that business-critical applications and data are protected and can be recovered quickly if needed.
Business Continuity Tips for Weathering Hurricane Season
Hurricane season has officially begun, and forecasters with the National Oceanic Atmospheric Administration are predicting “above normal” activity with up to 17 named storms developing in the Atlantic through November. No matter how many storms actually develop, it only takes one to significantly — and perhaps permanently — disrupt your business operations.
Why Ongoing Firewall Management Is Essential to Network Security
IT security tools continue to advance at a rapid pace, as the industry races to stem the tide of cyberattacks. A new class of threat detection solutions uses real-time data analytics to spot malware and suspicious behavior older systems might miss. There are emerging tools with artificial intelligence capabilities that can automatically detect and respond to security threats.
The Benefits and Risks of Server Consolidation and Virtualization
For years, businesses have discussed moving workloads and applications to the cloud, and many surveys have seemingly supported this trend. However, a recent study from the Uptime Institute found that only about one-third of workloads are in the cloud – about the same as in 2014. In other words, 65 percent of workloads remain in the corporate data center.
