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Financial
services: bullish about IT
While much is talked and written about IT adoption by banks,
FSI is silently marching ahead on the road to IT. Vinita Gupta
reports.
Thin
clients at M&M Financial Services
Mahindra & Mahindra Financial Services needed to set up
branches and get them running in record time, so they went
in for an IT overhaul. Dominic K reports.
High
ambitions at AppLabs
AppLabs has successfully created a niche for itself in software
testing, finds Vinita Gupta.
First-Contact
Resolution metrics
How many times does your organisation complete a customer
issue at the first instance? That's what first-contact resolution
measures. But resolving everything at first contact is not
necessarily desirable according to this analysis by Chip Gliedman
(above) with John Ragsdale and Elisse Gaynor of Forrester
Research
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