5 Steps to Earning Customer Loyalty
9 Ways to Keep Employees Motivated and Productive During the Holidays
Five Tips to Keep Remote Agents Engaged
CIOs Must Put Customers First in Business Technology Decisions
Should CSRs Be Paid for Performance?
Buzzword Battle: Omni vs. Multi-Channel
5 Tips For Creating a GREAT Customer Service Call Center Culture
IT Leaders Aren't All Coming From Tech
5 Ways Not Using Speech Analytics is Affecting Your Contact Center
CIOs Rack Up Millions in Incentives
Metrics: Do They Accomplish What You Want?
Why Is Customer Disservice Becoming the Norm and What Can We Do About It?
6 Eye-Opening Employee Engagement Statistics
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
Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014
Worldwide IT spending is projected to total $3.8 trillion in 2014, a 3.1 percent increase from 2013 spending of $3.7 trillion, according to the latest forecast by Gartner, Inc. In 2013, the market experienced flat growth, growing 0.4 percent year over year. Spending on devices (including PCs, ultramobiles, mobile phones and tablets) contracted 1.2 percent in 2013, but it will grow 4.3 percent in 2014. Gartner analysts said convergence of the PC, ultramobiles (including tablets) and mobile phone segments, as well as erosion of margins, will take place as differentiation will soon be based primarily on price instead of devices' orientation to specific tasks. Enterprise software spending growth continues to be the strongest throughout the forecast period. The 2014 annual growth rate is expected to grow 6.8 percent. Customer relationship management and supply chain management (SCM) experienced a period of strong growth. Last quarter, Gartner's forecast for 2014 IT spending growth in U.S. dollars was 3.6 percent, a 0.5 percentage points higher than the current forecast.
U.S. Enterprise IT Spending to Grow by 6% in 2013
People Issues in Customer Support Survey Results
SupportIndustry.comís 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!
Every manager or supervisor in support wants to be effective - and promotable. And there are specific, actionable traits that differentiate best-of-breed support leaders from everyone else. Watch this webinar and hear former support executive and bestselling business author Rich Gallagher in discussing the five best practices that will make you an effective support leader.
In this on-demand webinar, sychotherapist Rich Gallagher, LMFT, a former customer support executive, teaches essential yet fundamental skills you can use to make your support center a stress-free zone. Learn valuale tips for building a stress-free support team and hear what support managers can do for their team’s emotional well-being.
RingCentral Adds Cloud Contact Center to its Enterprise Communications Solution
Support.com Launches Nexus(R) SupportCam(TM) Remote Video Support Service
Top 10 CIO Concerns
Klever Knowledge Benchmark Report 2015
7 Management Lessons From a 7-Time CEO
The Complete Guide To How Every Organization Must Evolve To The Future Of Work