Filter Results
Results
Many companies support social media sites to reach the millions of customers who actively network on their sites to communicate, publish comments and seek information. However, a major opportunity is often overlooked, which is to proactively use social media to reduce costs in their contact centers. Customer support centers are primarily reactive and rely heavily on expensive inbound telephone calls to support the needs of its customers. However, strategic use of social media sites can reach out to customers before they need to make a call and deliver value-added support for their customers.
Analyst Blog
First Inaugural Awards Designed to Celebrate the Explorers, Pioneers, and Unsung Heroes Who Successfully Put Technology to Work
Press Release
Premium Research
The traditional CMO must overcome inertia and wear one or more of the four hats or roles for The Social CMO: Chief “Maintenance” Officer, Chief “Migration” Officer, Chief “Measurement” Officer, and Chief “MatrixMarketing” Officer. In our survey of 126 CMOs in the second quarter of 2011, Constellation Research uncovered the priorities for these next-generation CMOs.
After many years of moving contact center operations off-shore, either directly or through outsourcers, several companies have changed direction and are repatriating agents to onshore locations.Lower salaries and improved profit margins drove companies to off-shore locations, such as India and the Philippines but now a growing number of companies are reconsidering their decision. Bringing agents back onshore is not based on any new spirit of nationalism but on the fact that many customers complain about the quality of services received from off-shore agents.
Analyst Blog
Unified Communications (UC) adoptions will continue to grow in NA in 2011 but future investment plans show a significant decline over the prior two years. Constellation Research partnered with Computer Economics to survey UC decision makers and found a steady growth in the adoption of UC among companies with earnings greater than fifty million dollars annually for the current year. This survey revealed a steady uptake in UC adoption from a 25% adoption rate in 2009, a 27% adoption rate in 2010 and a 34% adoption rate this year.
Analyst Blog
Quarks
Unified Communications is an enabling technology that integrates communication and collaboration applications and simplifies user access from an integrated desktop or mobile device. UC is central to building an effective communication infrastructure and links disparate and disconnected applications with common reporting and administration across the platform.
Last week at Dreamforce, Marc Benioff spent 2.5 hours of the opening keynote extolling the virtues of Chatter. A life-size iPad showcased the ease of collaborating on sales deals and other work. And, even more telling, a number of technology … Continue reading →
Analyst Blog
With traditional performance processes under fire, but continued pressure to deliver a vehicle for measurement and feedback, leading organizations have incorporated calibration into the process. If done right, calibration can not only improve the value of reviews today, but create a foundation for business-centric performance management going forward. However, if done wrong, calibration only serves to exacerbate the complaints and frustrations of the business. Based on interviews with more than twenty organizations, this best practice report lays out the best methods for creating and running successful calibration sessions.
Analyst Blog
Premium Research
This Social Business research report examines the overall vendor landscape, provides insights into early adopter trends, applies the Constellation’s DEEPR technology adoption framework, and highlights best practices in social business adoption.
Premium Research
As HR organizations look to transform their performance management practice from an after-the-fact forced documentation to a driver of business outcomes, calibration can not only improve the perceived fairness of today’s process, but raise the value of performance management to the business.
Premium Research
The arrival of the iPad initiated a phase-change akin to the mini-computer and the mainframe, the PC and the mini-computer, and client/server and host-based computing. “Good tablets” – not the sort that preceded the iPad – are increasingly opening up new ways of working, expanding the means of delivery of both applications and data, and introducing a level of integrated convenience that previously was absent. IT is already pushing back.
Time tracking has always been at the forefront of the internet of things – from the early days of punch cards fed to a mainframe to more recent advancements such as interactive voice response and biometric devices. How do advancements in SoLoMo technology open up even further possibilities?
Analyst Blog
Recent weather events, such as earthquakes, floods, and fires remind organizations that they need an effective way of reaching employees with status updates and instructions on what actions to take during an emergency. This requires that every organization include in its disaster recovery plan an automated way to reach out to its employees. Organizations can deploy automated outreach through hosted providers, such as MIR3, SoundBite and Varolii and several other providers.
Analyst Blog
Quarks
In the complex world of mobile devices and their management, a series of ugly questions are raising their heads.
Quarks
Data continues to breed like rabbits, just as it has always done. Data types that need to be stored dependably are exploding. What is more, different generations of data (and their associated tiers) are also breeding like rabbits.
As predicted, HR technology providers are releasing mobile applications in droves. Within the last few months Lawson/Infor, Lumesse, Peoplefluent, SuccessFactors, and Workday have all had major announcements, with more to come. Some interesting trends:
Analyst Blog
Premium Research
Unified Communications (UC) continues to mature as more applications emerge and organizations continue to build out their UC solution suites. According to a 2011 survey from our partner Computer Economics, a solid majority (65 percent) of organizations worldwide with annual revenue of at least $50 million are engaged in activities related to researching, investing in, or adopting UC solutions for their business.
Premium Research
This report outlines optimization strategies that IT leaders should consider in their overall apps strategy, focusing on an effective and growing option known as third party maintenance (3PM). Third party maintenance (3PM) allows organizations to receive maintenance, tax updates, and regulatory changes with savings of at least 50 percent of existing vendor maintenance prices. Organizations on both newer and older releases with a stable applications core typically consider this option for both the short term and long term cost savings.
Premium Research
Mobility is about more than wireless connectivity. The selection of the appropriate processes and application to mobilize is the most important element a business must master in order to reap the benefits of mobility. A business must master both the technology choices as well as how business processes should be changed to take advantage of the anywhere access to data which mobility enables. The IT strategy should take into consideration several key areas including mobile security, management, and application development methods.
n order to be successful in today’s business climate, leaders need to not only develop a strategy, but execute on that strategy. There is too much fast-moving competition for an important initiative to fail due to lack of progress. How one manages people, and work, and the complex relationship between people and work is what sets one business leader apart from her peers.
Analyst Blog
The risk of deploying an innovative product is that your users might just fall in love with it. And, they will be devastated when you have to pull the plug.
Analyst Blog
I’ve always looked forward to the HR Technology Conference – that is, up until a few weeks before the show. I looked forward to seeing the latest and greatest from the competition. I couldn’t wait to see my long-time connections and meet new, interesting people. I eagerly speculated about the song Naomi might incorporate into a keynote. I looked forward to hearing about the pains and achievements of HR leaders getting technology to do what they needed.
Analyst Blog
Today’s business communication strategy requires IT decision makers to reconsider how they anticipate workers’ communications requirements. It is no longer adequate to plan for a standard desktop and mobile device solely on job descriptions or work functions. New communication plans must take into account the diverse requirements of a multigenerational workforce...
Analyst Blog
This report lays out a new framework for evaluating people technology decisions in an age of increased demands on business results. The document delivers comprehensive insight into emerging trends and actionable advice for technology and HR leaders as they make next-generation investment choices in the next three years.
Analyst Blog