From touchpoints to journeys: Seeing the world as customers do
Top 5 Reasons CRM Fails, And How To Succeed
CEOs seek CIOs with a 'bias for action'
7 Reasons IT Managers Have the Toughest Management Roles
The New Science of Customer Emotions
Tiered Customer Support is Dead, and thatís good for business!
16 Customer Service Skills That Drive Every Business
Video Interview Bloopers To Avoid
Top contact center management dos and don'ts
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
Nearly 80% of CEOs Globally Expect To Increase Hiring Over Next 3 Years
According to the 2015 KPMG CEO Outlook Study of CEOs, 69% of CEOs in Europe, 66% in Asia Pacific and 52% in the US are more confident than they were last year about growth and the global economy in the next three years. In assessing their own companyís growth prospects, 70% of European CEOs and 68% of Asia Pacific CEOs indicated they are more confident than a year ago. In the US, where the recovery is well underway, 19% are more confident than a year ago with another 46% expressing the same level of confidence about their prospects for growth. Most importantly, CEOs globally are set to hire, with 78% of respondents indicating they are expecting to be in hiring mode through mid-2018.
Worldwide IT Spending to Decline 1.3 Percent in 2015
Free Report: Tiered Support is Dead!
Managing customer support using tiers, or levels, is not good business. In todayís 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.
Cisco and Salesforce Announce Global Strategic Alliance
Talkdesk Launches Interactive Real-Time Reporting Experience
Gartner: Organizations Must Update Their Network Access Policy to Address Attack of IoT Devices
ComptTIA: IT jobs across the U.S. economy rebounded after several months of sluggishness
4 Essentials for Going Global with your Contact Center
Putting the R back in CRM