Panviva’s Business Process Guidance (BPG) system is a "GPS" for the desktop, guiding Customer Service Representatives step-by-step in real-time, through processes and policies across multiple systems, departments and product lines. It’s the new low-cost, low-risk way to drive customer satisfaction and compliance while driving down costs aggressively.

Business Process Guidance systems provide a platform for Business Process Outsourcers to profitably and reliably deliver on outsource service level commitments. More importantly, they give BPOs a significant and sustainable cost advantage against other BPOs as they continually save on training, supervision and internal escalation costs. This paper explains how.

If you are like a lot of managers, you know how tough it can be to get employees to adapt to change. You know it is seldom enough just to introduce new processes and applications to help your organization become more efficient and maintain a competitive edge. You have got to get employees to use them! This whitepaper shares important best practices for getting the most from your BPG implementation.

Many large scale systems implementations rely on online training simulations to prepare and then support end-users after go-live. This paper discusses the merits and cons of this approach and highlights critical aspects you may not have considered.

To increase efficiency and maintain a competitive edge, every organization has to invest in new processes and applications on an on-going basis.Performance support can be a critical solution to keeping employees abreast of new developments.

Panviva’s Business Process Guidance (BPG) system is a "GPS" for the desktop, guiding Customer Service Representatives step-by-step in real-time, through processes and policies across multiple systems, departments and product lines. It’s the new low-cost, low-risk way to drive customer satisfaction and compliance while driving down costs aggressively.

Performance support can deliver tremendous organizational benefits, especially facilitating process changes. When using performance support to enable employees to adapt to new processes and applications, thoroughly plan and carefully consider five key factors.

In February 2008, Panviva invited groups of Learning & Development (L&D) professionals in Sydney and Melbourne to discuss "how can L&D become a strategic business partner in the organisation." This paper is a summary of the main themes and findings that emerged from these sessions.

This White Paper discusses results of research into the operational challenges faced by the Australian Contact Centre Industry and what assistance Business Process Guidance (BPG) systems can offer to meet those challenges.

Agent Enablement – Tackling the number one challenge faced by Australian Contact Centre Managers in order to increase operational efficiency and customer engagement.

Business Process Guidance (BPG) systems provide a platform for Business Process Outsourcers (BPOs) to profitably and reliably deliver on outsource service level commitments. More importantly, they give BPOs a significant and sustainable cost advantage against other BPOs as they continually save on training, supervision and internal escalation costs.

The truth about agent training and turnover in contact centers: discover how to boost employee competency and customer satisfaction without busting the budget.

Join Panviva for this case study briefing with Maggie Larocca, a recent learning program manager at HP.  She explains how HP used performance support systems to reduce training times and improve global compliance during a merger, bringing 3000 contract administrators worldwide up to speed with its SAP implementation and related processes

When companies introduce new products or processes, even after pre-launch training, workforce performance often doesn't materialize. How can agents stay on top of what's new? Why can more training be counterproductive? Learn from real life examples.