SupportIndustry.com - Enterprise Strategies

Rebalancing Your IT Staff
Thirteen CIO's Describe Their Biggest Mistakes
Comparing and Contrasting Three Approaches to Home Agent Staffing for Call Centers
The Call Center of the Future
Information Overload
Thriving in 2010: Top 5 Priorities for Contact Center Managers
Four Ways to Ensure Quality of Service Positively Affects Quality of Experience
The Seven Deadly Sins of IT Management
2010 State of the CIO: Today's Focus for IT Departments
Sharpening Your Skills: Managing Teams
Talking Technology: Where Are We Headed?
ITIL Best Practices and Lessons for the New Year
Ten Technologies That Will Rock 2010
The Next Wave of Enterprise Collaboration Technology
Five Tech Tips for Better Service

Customers Fastidious About Call Center Service
Teleperformance, a provider of outsourced CRM and contact center services, released the results of customer care survey that shows the quality of experience with a company’s customer contact center determines consumer sentiment and brand loyalty. According to the survey, a single negative experience with a customer call center would likely cause 68% of the respondents to take their business elsewhere. Over 1000 U.S. adult consumers completed the survey. The survey results also revealed consumers expect excellent service in return for brand loyalty:

87% of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand

51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience

Worldwide IT Spending To Grow 4.6 Percent in 2010
A slow but steady improvement in the macroeconomic environment in 2010 should support a return to modest growth in overall IT spending, according to Gartner, Inc. Worldwide IT spending will reach $3.4 trillion in 2010, a 4.6 percent increase from 2009. Although modest, this projected growth represents a significant improvement from 2009, when worldwide IT spending declined 4.6 percent. All major segments (computing hardware, software, IT services, telecom, and telecom services) are expected to grow in 2010.

From a regional perspective, Gartner's IT spending forecast reflects the economic situation in each region and country with the emerging regions leading the way in terms of growth both in the short and longer term. However, because of the scale of IT spending in North America and Western Europe, these regions weigh heavily in the global IT spending growth rate overall.

2010 State of People Issues in Customer Support Survey

Customer support is often viewed through the lens of business processes, metrics, and automation - but today a majority of both customers and employees are still gained or lost as a result of people issues. This SupportIndustry.com survey will examine the state of people issues in customer support today. Five lucky participants will receive a $100 Amazon.com gift certificate.

Begin the survey!

Driving Customer Loyalty through Improved Service Performance

Thursday, February 18, 2010 - 11:00am PST/ 2:00pm EST
Customer satisfaction and loyalty are two highly desirable results in a support environment. But which performance factors deliver both? Join us for an interactive Webinar to hear Dave Brown, president of Support Center University explore the difference between customer satisfaction and customer loyalty and explain why both are critical for success. Learn which industry best practices are a must-have for your performance program.

Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support

Wednesday, February 24, 2010 - 11:00am PST / 2:00pm EST
Your "worst" customers can sometimes become your best supporters, *if* you and your team know how to handle those critical, moment-of-truth situations faced by every customer support operation. Join communications skills expert and bestselling author Rich Gallagher for a wide ranging, high-content discussion that will give you and your team confidence in handling any customer situation.

Rok Selects ClickSoftware for Optimized Mobile Workforce Management
Feb-07-2010
Telrex Releases CallRex Agent Evaluation Version 3.9
Feb-07-2010
Worldwide IT Spending to Grow 3% in 2010
Feb-07-2010
Study Finds Globalization and New Technologies Driving Companies to Seek New Business Models to Increase Efficiency, Competitiveness, Agility and Grow
Feb-07-2010
Repairing Broken Teams: Moving Beyond Manufactured Teambuilding
Feb-07-2010
Service Delivery -- the Value Proposition
Feb-07-2010