Ask the Experts

Agent performance management for the help desk

Call center expert Lori Bocklund answers a reader question about the best ways to score help desk agents and which metrics to use for a fair assessment. She suggests service levels, quality and customer satisfaction to start, with varying metrics ... Continue Reading
Industry standards for call center staff shrinkage

Call center expert Lori Bocklund answers a question from a workforce optimization (WFO) executive who asks whether there are industry standards for shrinkage, and how they can be used in the call center. Continue Reading

What are the top Microsoft Power Apps limitations?
Organizations should understand the limitations of Microsoft Power Apps, such as licensing constraints and connection ...
Box Sign gives business users built-in digital signature tool
Box's $55 million acquisition of SignRequest in February yields a native digital signatures feature for Box Business and ...
Compare 7 headless CMS offerings and their key differences
This headless CMS comparison chart highlights five key differences, including use cases, features and more, between the top ...

What to consider before buying video conferencing technology
Learn about the different types of modern video conferencing architectures and how enterprises can best implement these products ...
AI in video conferencing opens a world of features
AI in video conferencing will result in useful features for businesses. Learn how AI capabilities improve meetings and what to ...
Cortana for enterprise Teams has promise but faces hurdles
Microsoft has rebooted Cortana as the enterprise version of Alexa or Siri for Teams. The play is promising, but technical and ...

7 data modeling techniques and concepts for business
Three types of data models and seven data modeling techniques are available to data management teams to convert mountains of ...
Couchbase NoSQL database adds relational capabilities
With its latest update, Couchbase introduced features that bring the equivalent of tables and schema to its database to reduce ...
Data architecture vs. information architecture: How they differ
Data architects collect the statistics and information architects put the numbers into context as they work symbiotically to ...

3 ways to evaluate and improve machine learning models
Training performance evaluation, prediction performance evaluation and baseline modeling can refine machine learning models. ...
DataRobot acquires Algorithmia to further MLOps goal
DataRobot continues to pursue its growth-by- acquisition strategy by buying MLOps vendor Algorithmia in a bid to become a ...
Building trustworthy AI is key for enterprises
Organizations need to focus on transparency in models, ethical procedures and responsible AI in order to best comply with ...

SearchERP

SAP cloud migration a long haul for implementation partners
The CEO of an ERP consultancy and SAP partner explains the benefits, challenges and tradeoffs of moving to SaaS, and why the ...
12 cloud ERP data migration best practices
Data migration is a key component of a successful cloud ERP implementation. Learn what best practices -- such as data mapping and...
Solve the top 8 cloud ERP implementation challenges
Although the cloud can bring many benefits, migrating to cloud ERP is not without its challenges. We've rounded up the top eight,...