In our March 24 and 25 blogs we laid out an architecture covering both infrastructure and application performance management. Although it looks daunting, it really is not if you build the capabilities ...

Ventana Research undertook this research study to evaluate the maturity of contact centers worldwide, assessed by region, industry and size. We determined maturity by communications channels and ...

Maximizing the return on these investments hinges on one primary goal: delivering the best digital experience for all customers, employees, and partners. After all, that experience is at the center of ...

The June 17 memo from the Office of Personnel Management’s acting Director Charles Ezell, “Performance Management for Federal Employees”, reflects an important development for managing employee ...

The co-chairs of ACT-IAC's FITARA Implementation Project unveil its first tool for agency IT leaders. The IT Management Maturity Model can help agencies assess their maturity in five critical ...

A new model to measure and analyze corporate strategic meetings management program development and implementation is being constructed by the NBTA Foundation and meetings technology supplier StarCite, ...