How to Implement Workforce Management in the Contact Center
Why Good Employees Leave (And How You Can Keep Them)
3 Ways CRM Improves Your Business Processes
The Best Ways To Use Contact Center Wallboards
7 Attributes of a Successful IT Project
An Increasingly Mobile World Requires Expanding Skill Sets
Stop Worrying About Delivering Perfect Customer Service
Are You Ready for a Chief Data Officer?
5 Ways to Build Agent Camaraderie in the Contact Center
A Wake-Up Call For CIOs
How to Close the Sale With Indecisive Customers
5 Ways To Create Meaningful Customer Relationships
16 Traits of Great IT Leaders
How (and How Not) to Train New Staff on IT
How to Lead Your Way to Customer Loyalty
Worldwide IT Spending Forecast to Reach $3.7 Trillion in 2013
Worldwide IT spending is projected to total $3.7 trillion in 2013, a 4.2 percent increase from 2012 spending of $3.6 trillion, according to the latest forecast by Gartner, Inc. The 2013 outlook for IT spending growth in U.S. dollars has been revised upward from 3.8 percent in the 3Q12 forecast. Gartner analysts said much of this spending increase is the result from projected gains in the value of foreign currencies versus the dollar. When measured in constant dollars, 2013 spending growth is forecast to be 3.9 percent. Worldwide enterprise software spending is forecast to total $296 billion in 2013, a 6.4 percent increase from 2012. This segment will be driven by key markets such as security, storage management and customer relationship management; however, beginning in 2014, markets aligned to big data and other information management initiatives, such as enterprise content management, data integration tools, and data quality tools will begin to see increased levels of investment.
Ventana Research Releases Agent Desktop Benchmark Research
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!
Dealing With Scrooge and Other Villains: A Holiday Course in Difficult People
Just Listen: Tips From a Former FBI Negotiation Trainer on How to Get Through To Anyone
inContact Adds Speech Analytics to Cloud Contact Center Solution with Analytics-Driven Quality (ADQ) Powered by Verint
Uptivity Releases its Uptivity Discover Suite Version 5.3
Survey: Mobile and Social Technologies Complicate B2B Sales Processes
More Firms Allowing Employees To Shop Online While At Work
How To Create Customers For Life
Are You Doing a Good Job Managing Your Customer Service Progression?