![]() 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 ![]() 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:
Worldwide IT Spending To Grow 4.6 Percent in 2010
![]() 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 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 ![]() 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 |