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2012 Trends to Watch: Customer Service
Can You Keep Your IT Staff in 2012?
Riding the Wave of the Customer Service Revolution
CFOs and CIOs: Can We Talk?
How to Thwart the High Priests of IT
Tweeting Without Fear -- How 3 Companies Have Built Their Twitter Strategies
5 Ways to Spot a Bad Boss in an Interview
IT Leader Survival Guide for 2012: 5 Must-Do's
7 Ways IT Can Improve Customer Service
Three Best-Practices for Disaster Recovery
Consistency and the Customer Experience: Wise or Foolish?
I Don't Understand What Anyone is Saying Anymore
How to Tame a Bad Boss: 8 Practical Techniques
Top Ten Tech Predictions for 2012
Economic uncertainty has resulted in a mixed outlook among IT decision-makers according to the latest CDW IT Monitor. While confidence is on an uptick and spending is showing small gains, budget recovery has been slow. While budget outlooks are cautious, CIOs still expect to make key IT investments in the second half of the year. The outlook for software spending has shifted to the greatest expectations on record for new software installations for a significant part of organizations. Two out of five IT decision-makers expect to do so, up six percentage points year over year and four points above the previous record set in the fourth quarter of 2010. In addition, three out of four IT decision-makers expect to purchase new hardware in the next six months. Spending on mobility is effectively equal to that of desktops, with IT decision-makers expecting to purchase 66 percent and 67 percent of mobile devices versus desktops respectively in June.
Global software market will grow by 8.2% in 2011 to hit $267 billion
The global business software market will burst into life this year, when it will grow by 8.2% to hit $267 billion, according to Ovum. In a new forecast, the technology analyst predicts that recovery from the global economic downturn will begin in earnest this year for the sector, which did not grow at all in 2010. The promising outlook means the business software sector will grow at a compound annual growth rate (CAGR) of 7.7% during the next four years, reaching revenues of $358 billion in 2015. The strong growth is driven by exploding volumes of data, increased enterprise mobility, the transition to cloud computing models, and the emerging markets.
The information management software sector will experience the biggest increase in revenues of all the business software areas. This area will grow at a CAGR of almost 10% from 2010 to 2015 as businesses grapple with spiraling volumes of data and try to extract business value from them.
To gain insight as to how mobile and social media environments are impacting support environments, Supportindustry.com conducted a survey to assess the impact of mobile and social media environments on support, with over 200 responses.
Get the full results!
Your Cast of Characters: Team Building in a Support Center
Your support team is like a family - in every good and bad sense of the word! And understanding its "family" dynamics is often the hidden key to reducing conflict and improving performance. View this webinar as we explore how to understand the interpersonal forces that drive your support team and how to harness its diverse personalities for better performance.
Leading Support Teams: The Mechanics
If you lead a support team, your day-to-day practices as a leader are likely to have the single biggest impact on the morale, turnover and performance of your support team. Hear SupportIndustry.com as we share the many important and, at times, surprising ways that support leaders succeed or fail in fast-paced customer contact environments.
Jan-29-2012
Attivio IT Knowledge Expert Solution Improves Support Staff Service Performance
Jan-29-2012
One in Three Consumers Consider Highly Trained Employees the Most Important Factor
Jan-29-2012
The Consumerization of IT Helps Level the SMB Playing Field Across the World, IDC Says
Jan-29-2012
Less is More (Better): Building Fewer and Smarter Metrics
Jan-29-2012
Ten Management Practices to Throw Overboard in 2012
Jan-29-2012
