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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 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
Ventana Research has released its latest Benchmark Research, The Unified Agent Desktop and the Customer Experience. The research shows that the primary channel for customer service remains interaction with agents in contact centers. Currently, fewer than half (47%) of participating organizations said that their customers are satisfied with their customer service or how their contact centers handle interactions. This has led nearly three-quarters (74%) of participants to say that improving customer service is very important while just over one-half(53%) feel that improving contact center performance is equally as important.
The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to resolve conflicts or provide service, they risk the loss of the customer’s confidence, or worse the loss of the customer altogether. As technologies continue to advance, the need to implement a unified desktop becomes increasingly more important. Participants hoping to improve response time while enabling customers to communicate through more channels will need to better align their planned technology investments with these goals. Based on the research a unified desktop is currently used in just 28% of participant’s contact centers. While 23% plan to implement within the next 12 months, another 23% have no intention of investing in a unified agent desktop.
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 support
Get your full copy of the in-depth analysis of this year's trends!
Your Worst Service and Support Situations Solved!
Remember that horrible customer service situation you were in? Learn how to handle some of the worst customer situations you can imagine in customer contact environments! Join support industry expert Rich Gallagher, author of The Customer Service Survival Kit, as he demonstrates how to survive and solve those support situations. As a bonus, hear attedees ask Rich to solve their own worst-case scenarios!
The Customer Service Survival Kit: How to Defuse Even the Worst Customer Situations
Hear support industry expert Rich Gallagher discuss how to use the skills of hostage negotiators, crisis counselors and law enforcement professionals to handle your worst customer situations. This interactive webinar celebrated the national release of Rich's new book The Customer Service Survival Kit.
May-19-2013
Verint Extends Voice of the Customer Analytics Leadership Portfolio with Mobile, Enterprise Feedback Management Enhancements
May-19-2013
Lower Expectations for IT Spending as Sequester & Global Economic Uncertainty Impact Business Confidence
May-19-2013
New Engagement Survey Metric Uncovers More Risk For Employers Who Want To Keep Their Top Performers
May-19-2013
CFO Strengths Often Underused on IT Projects
May-19-2013
Preparing Employees for Performance Reviews
May-19-2013
