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Curb Contact Center Costs Via Customer-Support Communities
How to Know When to Move Your Business to Self-Service Scheduling
8 Trends Driving IT Job Growth and Salaries
Customer Experience and the Numbers Game
How to Protect Your Company from Vendors Who Don't Deliver
Who Should Own the Contact Center: The Business or IT?
What CEOs Expect from CIOs
How to Write a Tech Job Description
Five Reasons to Love Automated Virtual Agents
How to Protect Your Company from Vendors Who Don't Deliver
Customer Service as a Growth Engine
Finding the Contact Center's Service/Profitability Sweet Spot
Workforce Optimization: 3 Tips to Doing More with Less
Customer Service Goes Mobile
Worldwide IT spending is forecast to total $3.350 trillion in 2010, an increase of 3.9 percent from 2009 spending of $3.225 trillion, according to the latest outlook by Gartner, Inc. Gartner has lowered its outlook for the IT industry from the first quarter of this year when it forecast worldwide IT spending to grow 5.3 percent, primarily due to the devaluation of the euro versus the U.S. dollar since the beginning of the year. Worldwide computing hardware spending is forecast to reach $365 billion in 2010, up 9.1 percent from 2009 spending. In software, IT services and telecommunications, the appreciation in the value of the U.S. dollar, especially against the euro, has acted to dampen U.S.-dollar-denominated growth in 2010.
Federal Tech Spending To Reach $112 Billion
Spending in the federal information technology market will grow from $86 billion in 2010 to $112 billion in 2015, at a compound annual growth rate of 5.4 percent, according to Federal Information Technology Market, 2010-2015, a new report from INPUT. Contrary to other industry groups forecasting negative growth in the government contracting market, INPUT's research shows that while overall spending growth has decreased, the Obama administration's management priorities, coupled with empirical spending trends, strongly suggest that IT spending has some protection from significant reductions.
The report strengthens the fact that IT budgets are somewhat insulated from major cuts by outlining that initiatives for cost reduction, increased efficiency, and program oversight and performance all depend on IT. In fact, some of the administration's near-term priorities revolve around IT: leveraging shared services, automating processes to improve delivery of citizen services, cybersecurity, and investing in technology infrastructure to reduce energy costs.
As mobility, online communities and social networks collide with globalization, support organizations find themselves in the eye of the storm. This white paper discusses the eight megatrends transforming customer support organizations today, and best practices to make the most of the unique opportunities each megatrend presents.
Get your copy today>>
Measuring and Managing First Contact Resolution: Challenges & Techniques
Thursday, August 5 at 11AM PDT/ 2 PM EDT
First contact resolution, or FCR, is the key to superior support and operational efficiency for an organization. Get is right, and you win with customers, but get it wrong and it wreaks havoc across the company. So how do you effectively measure and manage this crucial metric in order to grow your success? Learn why FCR should be a top priority and how to accurately assess and measure.
How to Give GR8 Service & Have Your Followers ‘Like’ You in All Social Channels
Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity. This webinar will show you how to leverage social media for better service if you're new to it, and how to sharpen your virtual service image if you're an old pro.
Jul-25-2010
Facebook Selects Salesforce.com
Jul-25-2010
Study: Cloud Computing Confidence Expected to Drive Economic Growth
Jul-25-2010
More than Half of Large, Downsized U.S. Businesses Plan to Rebuild their Workforces to Pre-Recession Levels by 2012
Jul-25-2010
Your Next IT Budget: Six Ways to Support Business Growth
Jul-25-2010
Frontiers of Collaboration: The Evolution of Social Networking
Jul-25-2010
