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Published By: Optimizely     Published Date: Apr 06, 2018
We live in the age of the consumer. Across touchpoints, customer expectations for digital interactions and brand experiences are evolving. Today, it is critical for organizations to deliver high-performing, personalized encounters across the customer journey. To drive innovation and stay competitive, organizations need to reorient towards the customer—which means being able to understand their needs, adapt to their expectations, and quickly make improvements. But pinpointing where to make iterations across your tactics and digital entities like websites and landing pages can be a difficult task—especially in today’s multi-touch environment.
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Optimizely
Published By: WNS     Published Date: Jun 21, 2017
Pricing needs to support a brand’s overall marketing platform. But is that enough to assure consistency of message throughout the organization? Given the far-reaching influence a price position has on a brand, and how various departments need to be aligned to support that position, an argument can be made for treating pricing as a core competency within the organization. What does this mean in real terms? Pricing is a day-to-day concern for numerous departments throughout the organization. While marketing might use pricing tactics to grow market share, sales teams chase volume goals, and product development teams lose sleep over the price image each product projects.
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profitability, opportunity identification, monitoring and refinement, executive access, own price elasticity, cross price elasticities, price corridors
    
WNS
Published By: Proofpoint     Published Date: Aug 21, 2017
Après des années de négociations, le règlement général sur la protection des données (RGPD) de l'Union européenne prendra effet le 25 mai 2018. Il abrogera la directive européenne relative à la protection des personnes physiques à l'égard du traitement des données à caractère personnel, vieille de 22 ans.
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personne concernée, données à caractère personnel, responsable du traitement, sous-traitant, violation de données
    
Proofpoint
Published By: IBM APAC     Published Date: Jun 24, 2019
Your security products send alerts when a cyber attack strikes. Your incident response plan tells you what to do to block the attacker’s action and recover normal operations. But do you know how or where the attacker was able to get into your environment? Do you understand the tactics, techniques and procedures the attacker used? In short, to move to the next level of security, organizations need a way to both understand and manage threat intelligence. Because an organization that can uncover the context of a threat can also better respond to it. Learn more about the impact of security threats from this whitepaper. Join the IBM Security online community to learn from the shared knowledge and experiences of your peers and IBM Cyber Elites to tackle complex business problems.
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IBM APAC
Published By: Stitch Labs     Published Date: Sep 05, 2014
From increasing sales to improving customer service and effectively testing marketing tactics, learn how streamlined inventory management can positively impact the critical aspects of your business.
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stitch labs, stitch labs guide, platform, tips, retail, warehouse, management, optimize
    
Stitch Labs
Published By: Akamai     Published Date: Jul 06, 2010
Founded in the Queensland outback in 1920, Qantas Airways is the world's longest continuously operating airline. Today it is widely regarded as the world's leading long-distance airline and one of the strongest brands in Australia, responsible for an estimated $1.7 billion in revenue for the fiscal year 2009/2010. The airline is committed to continually improving the experience on its website, qantas.com, whether enabling travelers to book all parts of a holiday or to self-manage their travel experiences. Since the site was first launched in 1996, it has evolved into the airline's primary customer contact channel.
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qantas, case study, site performance, clicks, travel, e-commerce, ecommerce, uptime
    
Akamai
Published By: Success Factors     Published Date: Aug 22, 2012
Compensation managers know that, although budgets are tight, top performers insist on being rewarded. Like never before, the pressure is on to structure incentive plans that ensure that rainmakers stay with an organization. This complimentary SuccessFactors white paper shows how to create a strong compensation program. Download it today.
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successfactors, sap, best practices, compensation managers, top performers, talent management strategy, reward management program, rewards program
    
Success Factors
Published By: Genesys     Published Date: Oct 16, 2013
The existing upgrade paths from legacy PBX and ACD suppliers make it difficult for contact center executives to contemplate the future of customer service on their own terms. If your ACD-based contact center has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based contact center solution. SIP delivers two important advantages over legacy switching: 1. SIP is based on open standards, so you can choose hardware and software that is best suited for your environment. 2. SIP’s capability extends beyond voice to new media types such as mobile, social media and video. SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs. Learn more about how to build the next-generation customer service platform.
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contact center, customer service, social media, mobile, sip, technology solution, technology
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Earlier this year, Gartner released the 2013 Magic Quadrant for Call Center Infrastructure, an annual report that analyzes call center infrastructure vendors for completeness of vision and ability to execute. Explore and compare contact center solutions from today's top vendors and decide which solution is right for you. This is the fifth consecutive year that Genesys has been named a worldwide Leader for Contact Center Infrastructure. The Genesys Customer Engagement platform (referred to as the Customer Interaction Management or ‘CIM’ platform in the report), is the industry’s most complete platform on which companies can deploy an all-in-one, end-to-end scalable contact center Get the 2013 Gartner Magic Quadrant for Contact Center Infrastructure now!
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contact centers, business value, functions, applications, inbound, outbound calling, social media analytics, integration tools
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Presumably, service-oriented businesses already have customer relationship management (CRM) and business process management (BPM) systems in place that create workflows and processes. However, traditional systems aren't enough - they often result in blind spots in the completion of work processes. To meet the increasing demands of customers in today's fast-paced marketplace, you need a way to manage these efficiency gaps - to effectively assign work and monitor completion. In other words, you need workload management. Download this resource to get a more in-depth look at the shortcomings of traditional customer service processes, and learn how enterprise workload management can help you overcome these issues as well as: • Create a holistic view • Increase flexibility • Reduce cost • And more
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Enterprise Workload Management gets the right work to the right person at the right time, eliminating the outdated manual distribution of work model. Enterprise Workload Management finally gives organizations the ability to correlate the work that customer service interactions create in the front office -- with the best resource within the organization required to complete that work in the back office. Enterprise Workload Management ensures that the highest priority work is being handled by the right resource, and gives managers real-time visibility into when the work will be completed, as well as reports that show the outcomes of the work. Customers get notified when an order or application is processed instead of waiting to hear or having to repeated call back. Employees get specific coaching and training plans based on the results of their work.
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Changes in customer behavior and expectations are causing organizations to make dramatic shifts in how they engage with customers. The requirements for a world-class contact center in this new environment have also shifted. In this white paper you’ll find five key steps to keep in mind when building a world-class contact center in today’s rapidly changing customer landscape.
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
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.
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wfo, strategic planning, recruitment, workforce management, wfm, call recording and quality management, performance management, surveying
    
Genesys
Published By: Genesys     Published Date: Dec 11, 2013
Read Now: The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD. Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to: • Enhance Customer Experience • Virtualize your customer service environment • Reduce Total Cost of Ownership (TCO) Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment. Read Now.
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automatic call distributor, acd, contact senter, legacy call center infrastructure, multi-channel contact center, ip/sip technology, total cost of ownership, tco
    
Genesys
Published By: CEB     Published Date: Sep 04, 2013
B2B buyers are learning on their own and delaying contact with suppliers until late in the purchase. Most B2B marketers are fighting back with thought leadership—but it’s not working. The Challenger Marketing approach helps marketers stand out amongst the noise and more reliably reset the customer’s purchase criteria decisively in their favour.
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content marketing, thought leadership, b2b marketing, demand generation, lead generation, lead generation & automation
    
CEB
Published By: Castlight Health     Published Date: Feb 14, 2017
Steel Dynamics had a confusing mix of contact lists and brochures for more than a dozen benefit vendors. They knew they needed a strategic partner to help them transform the employee user experience. Castlight Health was that partner. They gave the steel maker a way to provide employees with a single place to access and understand their benefits. The results were pretty impressive, as employee engagement quickly soared to 87%.
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Castlight Health
Published By: BI WORLDWIDE     Published Date: Dec 22, 2014
The current loyalty program environment is challenging but rife with opportunity. Many poorly designed programs are driving loyalty fatigue and mercenary loyalty. However, there are more loyalty memberships than ever before and those companies that are successful in driving engagement and true loyalty are experiencing significant returns. The programs that “get it right” and earn genuine loyalty don’t just repurpose an old tactical model or copy the competition – they are unique and create or reinforce differentiation in the marketplace. Learn how to design a loyalty program that focuses on the entire lifecycle of a customer.
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customer loyalty, loyalty program, customer engagement, brand loyalty, brand advocacy, channel engagement, channel incentives, channel loyalty
    
BI WORLDWIDE
Published By: Monetate     Published Date: Sep 30, 2014
One company dominates all the rest in the quest for consumer budgets—Amazon. The secret to this success is laser-focused on one objective: delivering a customer experience that converts. But how do they do it? This white paper examines five features and sales tactics that Amazon uses to convert shoppers (and five tactics it doesn’t use) to show you how you can achieve equal?or even higher?growth rates than Amazon.
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online retail, amazon, customer experience, sales tactics, emerging marketing, internet marketing, business intelligence, market research
    
Monetate
Published By: CA Technologies     Published Date: Mar 06, 2015
En 2007, Apple lance l’iPhone : le premier smartphone voit le jour. Avec son écran tactile et sa capacité à exécuter des applications légères, l’iPhone a révolutionné le marché du téléphone mobile.
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CA Technologies
Published By: SAP     Published Date: Jun 12, 2015
In this white paper you will find: • Five ways to create a high-performing global culture • Six ways to dial in your talent strategy • Five tactics for compensation managers to shift the business • Six moves for recruiting mangers to build a talent powerhouse • Five ways learning managers can make a strategic contribution
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SAP
Published By: Mimecast     Published Date: Dec 20, 2018
Email remains the biggest entry point into your healthcare organization, and with medical records at least 10X as valuable as credit cards, potential payoffs are high. Security threats are real and debilitating – they can even affect patient care – and they aren’t going away anytime soon. Watch the Anatomy of an Email-Borne Attack webinar where we'll paint the current healthcare threat landscape for attacks and demonstrate an actual live hack. You will learn: Why and how the healthcare threat landscape is evolving How your email can be used as an entry point in multiple types of attack Attacker methodologies and the tactics and tools being used to exploit your users How to enhance email security and improve overall cyber resilience
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healthcare, ransomware, ransomware attack, seg, secure email gateway
    
Mimecast
Published By: Mimecast     Published Date: Mar 19, 2019
Human error, careless behavior and lack of security inspections on internally-generated email are putting organizations at risk. Basic, outside-in email security won’t provide the necessary protection for advanced tactics like the distribution of malware, malicious URLs or impersonation emails – all things that can quickly traverse an internal network with just one click. Check out this E-book to learn about the three riskiest internal threat actors and the key things you can do to combat internal threats.
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Mimecast
Published By: SuccessFactors, an SAP Company     Published Date: Jun 18, 2015
In this white paper you will find: • Five ways to create a high-performing global culture • Six ways to dial in your talent strategy • Five tactics for compensation managers to shift the business • Six moves for recruiting mangers to build a talent powerhouse • Five ways learning managers can make a strategic contribution
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SuccessFactors, an SAP Company
Published By: Akamai Technologies     Published Date: Mar 15, 2016
Cybercriminals continue to evolve their tactics with ever-growing cyberattack sizes and new attack methods, which has spiked a demand for DDoS mitigation services. However, it is often difficult for companies to assess, evaluate, and differentiate DDoS mitigation service providers from one another. Read the four critical criteria you should use to evaluate providers before selecting one.
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web security, best practices, mitigation services, network management, automotive
    
Akamai Technologies
Published By: Akamai Technologies     Published Date: Sep 10, 2019
Small and midsize businesses (SMBs) need – and want – cybersecurity. However, with limited resources, they often have to look for outsourced solutions. ISPs are well positioned to address SMBs’ security needs with their ongoing IT relationships, established contacts, and billing connections. Security offerings can help providers improve subscriber engagement, drive incremental revenues, and increase service provider affinity. This white paper will explore the following: • SMB exposure on the internet, and unique challenges they face dealing with security threats • How ISPs can help SMBs address their security exposure • The market opportunity for SMB security, and how providers can build a business case
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Akamai Technologies
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