Maggie Klenke

Maggie Klenke Co-founder The Call Center School

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Maggie Klenke specializes in professional development of call center professionals. Maggie heads up The Call Center School’s consulting and professional service division, overseeing a wide range of projects related to call center operations and workforce planning.

She is a popular speaker at industry conferences and association meetings and she writes frequently for industry publications with articles and blogs appearing regularly across the industry. She is the author of Business School Essentials for Call Center Leaders. Along with Penny Reynolds, she has also co-authored the five textbooks used by the University of Phoenix call center management program, as well as the popular Call Center Staffing – The Complete, Practical Guide to Workforce Management.

Klenke has over 30 years experience in call center operations from the perspective of an end-user, vendor, consultant and teacher. She was among the first in the industry to earn CIAC professional certification as a Certified Call Center Management Consultant.
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Business Analytics
- To glean value from ‘big data’ projects, it may take more than Hadoop
  
  Organizations will have to push beyond storage requirements and basic business intelligence tools to exploit big data, according to a Gartner analyst.
- On the go the way to go? Answer lies with building mobile BI business case
  
  According to a recent Gartner survey, mobile technology is the second most important priority for CIOs in 2012, but building the business case is easier said than done.
- Basic vs. complex: Companies walk the line on analytics best practices
  
  Businesses looking to build effective business intelligence and analytics programs have to toe the line between focusing on the basics and using new technology to build more complex BI systems.
Data Management
- People, process issues offer path to improve data quality on the cheap
  
  An emphasis on educating end users and upgrading internal processes can help enterprises fix data quality problems without dropping a ton of cash, according to analysts.
- As data demands speed up, information management tools pave road ahead
  
  New research shows data virtualization, data governance and master data management initiatives provide higher levels of satisfaction with data quality and data integration.
- Bank of America IT exec: EIM drivers key to shaping project plans
  
  Enterprise information management programs should be molded around clear business objectives, says a senior information architect at Bank of America.
SAP
- SAP builds the case for HANA in-memory bench with new apps, customers
  
  After talking up its mobile and cloud road maps, SAP chose last day of the SapphireNow conference to talk about the third part of the equation it’s basing its future success on: HANA, and in-memory technology.
- SuccessFactors now leading SAP cloud strategy, but questions remain
  
  SAP has placed a huge bet on a new executive “born in the cloud” and on a company that will now guide both companies’ roadmap for existing products.
- SAP tells of a future built on in-memory, mobile, and cloud
  
  SAP outlined its cloud strategy at the SapphireNow conference in Orlando. Are customers genuinely interested, or is it just SAP hype?
Oracle
- Implementing a Hyperion system in 3 weeks -- it can be done
  
  An Oracle Hyperion system implementation in three weeks? Yes, it can be done. Communications firm Neustar implemented Hyperion in less than a month and gained efficiencies in the process.
- Las Vegas expands its Oracle business intelligence horizons for better government transparency
  
  The city of Las Vegas underwent a three-year Oracle business intelligence project to bring more data to its employees and the public. The city's IT manager explains how it happened.
- Midmarket companies find JD Edwards upgrades a good fit
  
  At some point, your JD Edwards shop will have to decide whether to switch to a different product, upgrade or stay where you are. Learn what two other organizations did when working through JD Edwards upgrades.
DataManagement UK
- Podcast: How to craft an effective MDM strategy
  
  In this podcast interview, Andy Hayler gives advice on how to create and implement an MDM strategy that is ruthlessly focused on business value.
- Jill Dyché: CEO big data focus good news and bad news for IT
  
  Jill Dyché, a data management expert, sees CEO interest and scepticism as both an opportunity and a threat. Avoid the big data 'gotchas', and don't mistake data warehousing for big data.
- Infostrada teams up with Roambi, mobile sports analytics at Olympics
  
  Dutch media sports information provider Infostrada has teamed up with mobile BI company Roambi to create an iPhone and iPad app for the Olympics. It will predict medal counts.
Content Management
- Cimarex picks Accellion enterprise collaboration platform over SharePoint
  
  Cimarex Energy replaced its SharePoint system with Accellion’s enterprise collaboration platform for secure mobile file sharing and uses it to recruit graduate geology students.
- Paper originals still needed when using a document management system?
  
  Get expert advice on whether it’s necessary to keep paper or other forms of original materials once a company implements an electronic document management system.
- Out with old: Effective records management begins with losing useless data
  
  An effective records management program is one that not only knows what to keep – but which expired data can be removed to save time and money, said consultant Randolph Kahn.

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Maggie Klenke

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