Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world

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Ransomware is Increasing the Risks & Impact to Organizations

"Cybercriminals constantly engage organizations in a game of leapfrog: system defenses improve, so malware searches for new holes. Recently, ransomware, which has been around since 1989, has been gaining momentum.

Download this Mimecast sponsored report to learn about this growing threat, its impact to organizations and the ways to help thwart an attack."

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Don’t Overlook Your Email Archiving Systems

"Today, business users need on-the-go access to all their critical data, which includes emails, documents and attachments. For IT administrators, striking the balance between productivity for users and compliance needs for the organization is necessary.

A September 2017 commissioned study conducted by Forrester Consulting shows 92% of business users believe easily finding emails and related documents using search functions is important or critical to the ability to do their job.

Download the study to discover more of Forrester Consulting’s important findings on the email archiving needs of modern business users—and how you can meet them."

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5 Cyberthreats IT Healthcare Pros Must Tackle

Regulatory fines for violations of HIPAA in the US, DPA in the UK and GDPR can cost organizations millions of dollars. And providers can’t afford the costs of cyber security incidents which can range from prolonged downtime, not being able to care for patients, to paying a ransom to unencrypt important data.

Learn the biggest threats to your organization and how to improve protection against:

  • Ransomware such as WannaCry
  • Malicious URLs that entice users to click
  • Bad Attachments that can infect your network
  • Business email compromise that siphons information or cash from your organization
  • Internal employees and the potential for malicious intent or careless mistakes

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Cyber Resilience eBook

CYBER RESILIENCE PREPAREDNESS. EXPERT INSIGHT, TIPS AND GUIDANCE

Navigating a turbulent cybersecurity climate can be hard – especially as threats like Petya and WannaCry continue to cripple organizations. Business disruption, downtime, technical failure and data loss are all real risk factors that can’t be ignored.

The power of preparedness is in your hands. It’s time to start thinking holistically about safeguarding against email-borne threats and mitigating risk – it’s time to implement a cyber resilience strategy.

Get expert insight, tips and guidance from industry thought leaders on how to build a cyber resilience plan for email in this e-book.

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Planning for Office 365 Gaps

Learn Office 365™ Migration Risks and How to Avoid a SaaS Monoculture.

When considering a move to Office 365, organizations must be aware of several significant risks to their email infrastructure. The cloud may seem like a simple, cost-effective alternative to on-premises email, but continuity and security issues cannot be overlooked.

Download the E-book to learn more about how to avoid cloud email headaches.

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Teaching an elephant to dance

Your organization's current-and future-digital transformation is based on your culture and technology choices. It is an evolutionary process, and the stages of change and the final result look different for each organization. This e-book examines the stages of "digital Darwinism" and helps you determine how your organization should evolve to effectively control your digital transformation- taking your technology "elephant" and teaching it to be agile, process -driven, and adaptive.

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Toad for DB2 Tips and Tricks for Top Performance

Spend less time managing DB2 and more time on new projects and strategic initiatives. If you’re a Toad for DB2 user, you’ve experienced its powerful automation and administration capabilities. But are you truly getting the most out of your investment?

Join Quest’s DB2 expert Jeff Podlasek to learn all about the productivity-enhancing features in Toad for DB2 and how to ensure your DB2 databases are running at peak performance levels. Podlasek will also demonstrate many of the new features included in Toad for DB2 Suite 2017:

  • Flexibility of the dashboard, user and role management, and object management
  • Productivity improvements to the query builder, SQL editor and pivot grid
  • Usability enhancements to partition analysis, reporting options and permission management for LUW
  • Improved object compare/migration and support for utilities for z/OS
Speakers
  • Jeff Podlasek: Software Development Manager, Quest Software
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Relativity Trust: Understanding Security in RelativityOne

An introduction to our commitment to protect e-discovery data

At Relativity, security isn’t just a checklist - it’s a way of life and a reflection of our core values. From our people and operations, to how we design RelativityOne and the foundation we build on in Microsoft Azure - security is a defining component of who we are. As such, we are committed to make RelativityOne the most trusted and reliable cloud solution you will ever use. Extending beyond ISO 27001 compliance, our information security practices and operations include how we deliver - such as staff onboarding and administrative safeguards, the processes and technology needed to protect your data, the security and privacy protection inherent to RelativityOne and Microsoft Azure’s infrastructure, and more.

Download this white paper for more details, from hiring practices to password policies and penetration tests.

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Mesa Systems Protects Against Phishing Email with EdgeWave ThreatTest

Established in 1981 with offices located throughout the western United States, Mesa Systems is a world-class, full-service provider of residential, commercial, and logistics-based transportation solutions for businesses and individuals. This case study reviews how Mesa Systems identified a new wave of phishing attacks getting past their existing defenses, and how they are giving their employees a simple tool that helps them flag suspicious emails in their inbox. It then automatically routes those emails through AI and expert human analysis in minutes. Mesa can now fight phishing attacks faster, resolving them in minutes, and they are no longer burdening IT with the time and cost of investigating and remediating suspicious emails.

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Phishing: The Threat from Within

A New Approach to Close the Phishing Security Gap

Your company is not alone. Phishing threatens every organization around the world, large and small. Attackers consider phishing a go-to technique to gain access to the network, because it yields great success. In this paper, we explore challenges IT professionals face when adopting a more traditional approach to email security, such as the significant time and cost burden of having IT manage suspicious email threat investigation and remediation. In addition, we identify new steps you can take to reduce email security awareness training requirements and how you can more quickly identify, report, investigate and resolve inbox phishing attacks in real-time.

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ThreatTest: Automated Phishing Email Incident Response Service

Email phishing attacks are the most prevalent variety of social attacks, which comprise nearly 44% of successful breaches.1 When a successful email attack reaches an employee’s inbox, the last thing you want is an employee wondering whether to open it—or ignoring it while the attacker moves on to the next employee target.

EdgeWave ThreatTest removes the guesswork and provides an automated process for employees to report suspicious emails and receive research support—alleviating helpdesk resource constraints. When an employee receives an email impersonation or other suspicious email, with a click of a button, ThreatTest provides rapid and accurate investigation and incident response.

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Forrester Report: Artificial Intelligence with the Human Touch

Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

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Executive Brief: Mitigate Avaya risk and future-proof your customer experience

Overcome the obstacles of your legacy Avaya contact center

Your customers expect seamless, personalized interactions across digital and voice channels. Yet, delivering this level of customer experience is a struggle with a legacy Avaya contact center that was never intended to support this level of engagement. This challenge has been made even more complex with the financial uncertainty of Avaya.

Establish a solid foundation to support your success by moving to an omnichannel environment. With an open, stable and proven customer experience platform, you can manage your short-term risks while meeting the needs of your customers today and tomorrow.

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