The State of Customer Service Leadership
How to Increase Retention in a Contact Center
Top 5 Benefits of Call Center Speech Analytics
CIOs Must Drive Technology Change For Business: IDC Study
2016: The Year of the Disappearing Human in the Contact Center?
Top 10 Mistakes to Avoid in Writing a Contact Center RFP
9 Ways to Reduce Churn in Your Contact Center
5 Best Practices for Dealing with Difficult Customers During the Holidays
Dealing with Difficult Employees
Is Technology The New 'IT' Industry?
Multi-Channel vs. Omni-Channel—Know the Difference!
Let Empathy Toward Customers Guide You
When Your Customer Is a Jerk
What IT Professionals Earn Around the World
3 Ways to Make Your Contact Center More Agent-Centric
Worldwide IT Spending to Decline 1.3 Percent in 2015
Worldwide IT spending is set to shrink to $3.66 trillion in 2015, a 1.3 percent decrease from 2014, according to the latest forecast by Gartner, Inc. Gartner said that the rising dollar is chiefly responsible for the slowdown. The U.S. dollar spending on devices (including PCs, ultramobiles, mobile phones, tablets and printers) for 2015 is forecast to decline 1.2 percent to $685 billion. Spending for all devices in 2015 was revised down partly due to a slowdown in PC purchases in Western Europe, Russia and Japan, countries where local currency has devalued against the dollar. The mobile phone market is not as affected by the currency shifts. Substantial change in the phone mix in emerging markets toward lower-priced smartphones negates price increases of premium phones, resulting in flat phone average selling prices between 2014 and 2015.
Most Organizations Are Preventing Front Line from Delivering the Best Customer Experience Possible
Free Report: Tiered Support is Dead!
Managing customer support using tiers, or levels, is not good business. In today’s customer-centric marketplace there is a better way to differentiate and improve the customer experience.Get your copy of the full report 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.
Numerify expands Analytic Applications Suite to help IT leaders
Aspect Software Announces Workforce Chatbot, Aspect Mila
Gartner Says by 2020 "Cloud Shift" Will Affect More Than $1 Trillion in IT Spending
US Tech Spend: Business Technology (BT) Investments Will Rise 10% In 2016
Avoiding Burnout Through Games, Scoreboards and Empowerment in Your Contact Center
5G, IoT, Big Data: Everything to Do with Customer Service