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.

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.

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.

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.

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.