On the Web, Customer Service Stories Move Fast
How a CIO can Save an Incompetent CEO
Customer Service: The New Proactive Marketing
Why SMBs Should Embrace Negative Customer Feedback
BYOD Lawsuits Loom as Work Gets Personal
7 Ways to Get Your CEO Fired
Look Before You Leap: 10 Tips for Making Great Hires
Chef Stabs Man after Complaint about Service: Five Lessons in Customer Service
CIOs Need to Know Why Their Best Young Talent is Leaving
Service with a Smile
8 Surefire Ways to Demotivate Your Employees
How to Demotivate Your Best Employees
Should Your Company Abandon Phone Support?
Ten Reasons Why Your Customer Service Needs Major Work
McDonald's Tackles Repair of 'Broken' Service
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
2012 Service & Support Metrics Survey Results
Supportindustry.com conducts an annual survey examining the state of enterprise customer service and support. This year's survey results showed increasing demand and complexity in support services, strong growth in knowledge management, continued penetration of online support channels, an upward trend in the use of social media, and the maturity of the Cloud and remote supportGet your full copy of the in-depth analysis of this year's trends!
Your Worst Service and Support Situations Solved!
The Customer Service Survival Kit: How to Defuse Even the Worst Customer Situations
CallCopy Introduces Insight Performance Management Application
Verint Extends Voice of the Customer Analytics Leadership Portfolio with Mobile, Enterprise Feedback Management Enhancements
Lower Expectations for IT Spending as Sequester & Global Economic Uncertainty Impact Business Confidence
New Engagement Survey Metric Uncovers More Risk For Employers Who Want To Keep Their Top Performers
CFO Strengths Often Underused on IT Projects
Preparing Employees for Performance Reviews