IT Support 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

Responding to Data Center Outages: 6 Keys to Developing an Effective Response Plan

As technology continues to evolve and grow more complex, so do the crises that arise when things go wrong. The root causes of outages have also been shifting in recent years, with cybercrime alone increasing 20%. Data center outages are becoming costlier for organizations, both financially and in terms of brand image. It is crucial that every organization have a plan in place to ensure they are prepared to respond to data center disasters. Read this white paper to discover the six keys to being truly prepared for a data center outage.