Best Practices for Optimizing Multichannel Support
How CIOs can lead their company’s information business
Is Tech Eroding Consumer Loyalty?
BYOD may be SOP, but it's still a headache for IT
The Trust Agenda
Where Are All the Happy Agents?
Customer Experience: The Rise of Empathy
7 Management Traits That Will Make All Your Employees Quit
Employee Training Needs More than a Script
CIOs Face BYOD Hard Reality: Employees Don't Care
Bringing Business-Led IT Out of the Shadows
A Step-by-Step Guide to Winning the Customer
To Unlock the Full Potential of Voice as Information, Look into the Call Center
The Seven Skills You Need to Thrive in the C-Suite
Employee-Centered Leadership vs. Customer-Centered Leadership: Which Path Is More Profitable?
2013 Mobile Enterprise Survey Results
The 2013 iPass/MobileIron Mobile Enterprise Report tells a story of the rise of BYOD, and with it increased frustration and loss of control by IT, and concern over rising mobile data costs. Highlights from the survey include:
Worldwide IT Spending Forecast to Reach $3.7 Trillion in 2013
People Issues in Customer Support Survey Results
SupportIndustry.com’s latest survey examines the "people" issues that drive customer service operations: how satisfied customers are, how agents feel, how we supervise people and measure performance, and the systems we have in place to train and coach people.Get your copy of the full survey responses here!
The words "customer support" evoke images of smiling, headset-wearing people sitting in front of computer screens, eager to serve you. But we’ve all had support experiences that don’t feel anything like that. When support agents drop the ball, they give their companies a reputation for bad service and make their own job harder. Fortunately, their biggest mistakes are almost always predictable — and avoidable. Listen as Rich Gallagher, author and customer service expert, takes you on a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers, and how to to fix them.
Webinar: Moving Beyond Metrics: Balancing Quality with Quantity
Verint Workforce Optimization Solution Now Available on Multiple Mobile Platforms
Large Retail Chains Selects ClickSoftware's Cloud Solution for Workforce Optimization and Capacity Planning
Worldwide IT Market Showing Tentative Signs of Improvement
PC Rebound in Mature Regions Stabilizes Market, But Falls Short of Overall Growth in the Second Quarter of 2014
The Missing Piece of the Customer Experience Puzzle
How the Voice of the Customer Helps the Contact Center Drive the End-to-End Customer Experience