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Improving Agent Productivity with Closed-loop Coaching

Source: TDI Inc.
Contact center managers are expected to provide high levels of customer satisfaction while increasing revenues and controlling costs. How can you reconcile these seemingly opposing goals? One solution is to implement a performance management process using a technology-enabled closed-loop coaching framework. Find out how they can result in a powerful return on investment for your company and improve agent productivity.


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Rising to the Challenge: Productivity in Accounting and Finance Organizations
Source: Institute of Management Accountants During these challenging times companies need to do more with less. This need extends throughout the organization-and companies' accounting and finance organizations are rising to the challenge. Know the most critical challenges faced by the CFO organization of companies in improving staff productivity and effectiveness of their operations according to research conducted by the Institute of Management Accountants (IMA). Read More...
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Source: Antidot Over time, as a result of operating pressures, the proliferation of tools, and changing technology, the corporate information system (IS) has become fragmented. Whereas the database formed the heart of the system 20 years ago, today there are countless sources of data: ERP, customer relations systems, sales management, internal directories, intranets, extranets, websites, etc. Yet this huge quantity of data is not being mined for the wealth and scope of its potential by either employees or information system applications, mainly because the data is closed off in an array of silos. Read this white paper to see how linked enterprise data (LED) can help. Read More...
TEC 2014 HCM Buyer’s Guide for Medium and Large Enterprises
Written By: Raluca Druta Published On: June 30 2014 How do you treat humans as capital? The concept of human capital depends on its two parts: what we understand by "human" and what defines something as "capital." The supporting technology then is a shape-giving agent to what human capital management (HCM) or human resources (HR) departments can become.

This buyer’s guide examines high-level features offered by HCM technology vendors. In addition, the guide looks at what to consider when deciding between full suite and best-of-breed software solutions and explores new niche-oriented technologies. You'll also find articles on contemporary leadership models, talent management versus workforce management, and the role of enterprise learning in a company’s growth. Read More...


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