Misleading Metrics in Customer Service Effectiveness
Preparing New Agents for Customer Service Success
10 Things Senior Level Managers Must Know About Contact Centers
The Five Key Things that Matter to the Customer
How to Write a Job Description That Attracts Top IT Talent
Establishing a Culture That Supports Distributed Teams
Top Ten Competencies of the Modern CIO
Managing Two People Who Hate Each Other
Are Your Employees Getting the Praise They Deserve?
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?
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
inContact Continues Workforce Optimization (WFO) Market Momentum with New Cloud SMB Solution
Microsoft and Salesforce Unveil New Joint Solutions at Dreamforce 2014
Gartner Identifies the Top 10 Strategic Technology Trends for 2015
Robert Half 2015 Salary Guides Show 3.8 Percent Average Starting Salary Increase In Professional Occupations
Should CSRs Be Paid for Performance?
Buzzword Battle: Omni vs. Multi-Channel