Project Management and Planning Whitepapers and Ebooks

Your Contact Center Agents Don’t Have What They Need: How to Ensure a 360-Degree Customer View

On-Demand Webinar   For years, contact centers have strived for a complete customer view, but siloed data and the accumulation of point solutions has continued to deliver less than stellar experiences for customers and agents alike. In this webcast, hear from Appian Contact Center expert, Todd Marthaler and eWEEK Market Expert, Michael Kreiger on best practices to ensure customer service agents are armed with the exact data they need to deliver the very best customer experiences. You’ll discover:   • Why data from across your organization (not just your CRM) is critical to incorporate into your contact center • How case management can drive higher customer satisfaction • Best practices on continuous monitoring and improvement of your contact center experience

IDC's Cloud-Based Predictive Analytics Becoming a Critical Source of Vendor Differentiation for Public Sector Storage Customers

With the maturing of the all-flash array (AFA) market, the established market leaders in this space are turning their attention to other ways to differentiate themselves from their competition besides just product functionality. Consciously designing and driving a better customer experience (CX) is a strategy being pursued by many of these vendors.This white paper defines cloud-based predictive analytics and discusses evolving storage requirements that are driving their use and takes a look at how these platforms are being used to drive incremental value for public sector organizations in the areas of performance, availability, management, recovery, and information technology (IT) infrastructure planning.