Planning and deploying a major release has all of the challenges and risks of an initial deployment. End-User Experience Management can reduce those risks. Learn how end-user monitoring can help you establish baseline benchmarks, accelerate UAT and achieve a successful go-live.

Despite the fact that contact centers measure everything, most managers don't have much visibility into how their agents are using the technology provided for them. Through supervision, countless reports, dashboards and metrics, too many agents still find they can go their own way to fashion ad hoc procedures in dealing with customers. There is a blind spot in the manager's viewscreen: insight into how agents are interacting with your very expensive technology. Join Knoa and Frost & Sullivan as they discuss real world examples on how the continuous monitoring of the agent technology interaction profitably impacts the contact center.

Improving the customer experience is a difficult, but imperative, challenge. A recent Forrester analyst report* that examined over 100 large firms found that “customer experience quality could cause a swing of (up to) $242 million for a large company.” Identifying technology issues in your contact center software can be a simple tactic to drive some quick wins in customer experience. Most contact center managers don’t have visibility into how their agents are using the technology provided or how well the technology is performing for the agents. Using actual customer stories you will learn how optimizing technology can have a direct, positive impact on your customer experience.

Each agent uses technology differently. While some are very adept at navigating through systems, others are inconsistent, and some cannot navigate through systems at all. To make matters worse, despite countless reporting and metrics, most managers don’t have visibility into how their agents use these tools, or even how well the tools are performing for the agents. Using real world examples, you will see how the continuous monitoring of the agent-technology interaction profitably impacts the contact center.

Complex business systems like ERP only deliver results when people, process and technology work together. Despite significant investment in software, process definition and technology optimization, the user community abounds with complaints that the ERP software makes it harder to do the job, is too slow or simply doesn't work.

In a recent survey, 60 percent of respondents expressed concerned that a lack of adoption of their CRM system causes the information to be inaccurate, or unrealistic. Innovative companies are evaluating solutions that enable them to leverage their SAP CRM systems to drive revenue.