Buzzword Battle: Omni vs. Multi-Channel
5 Tips For Creating a GREAT Customer Service Call Center Culture
IT Leaders Aren't All Coming From Tech
5 Ways Not Using Speech Analytics is Affecting Your Contact Center
CIOs Rack Up Millions in Incentives
Metrics: Do They Accomplish What You Want?
Why Is Customer Disservice Becoming the Norm and What Can We Do About It?
6 Eye-Opening Employee Engagement Statistics
The Missing Piece of the Customer Experience Puzzle
How the Voice of the Customer Helps the Contact Center Drive the End-to-End Customer Experience
5 Secrets to Dealing With the Comcast Customer Service Rep From Hell
Do Your Employees Use Facebook? You Might Have a Problem
Google CEO: Fight Unemployment With Job Sharing
Clever New Techniques Airlines Have for Making You Better Appreciate Their Apologies
Misleading Metrics in Customer Service Effectiveness
Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014
Worldwide IT spending is projected to total $3.8 trillion in 2014, a 3.1 percent increase from 2013 spending of $3.7 trillion, according to the latest forecast by Gartner, Inc. In 2013, the market experienced flat growth, growing 0.4 percent year over year. Spending on devices (including PCs, ultramobiles, mobile phones and tablets) contracted 1.2 percent in 2013, but it will grow 4.3 percent in 2014. Gartner analysts said convergence of the PC, ultramobiles (including tablets) and mobile phone segments, as well as erosion of margins, will take place as differentiation will soon be based primarily on price instead of devices' orientation to specific tasks. Enterprise software spending growth continues to be the strongest throughout the forecast period. The 2014 annual growth rate is expected to grow 6.8 percent. Customer relationship management and supply chain management (SCM) experienced a period of strong growth. Last quarter, Gartner's forecast for 2014 IT spending growth in U.S. dollars was 3.6 percent, a 0.5 percentage points higher than the current forecast.
U.S. Enterprise IT Spending to Grow by 6% in 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!
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.
The words "customer support" evoke images of smiling, headset-wearing people sitting in front of computer screens, eager to serve you. But we’ve all had support experiences that don’t feel anything like that. When support agents drop the ball, they give their companies a reputation for bad service and make their own job harder. Fortunately, their biggest mistakes are almost always predictable — and avoidable. Listen as Rich Gallagher, author and customer service expert, takes you on a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers, and how to to fix them.
NEC Launches Cloud Contact Center Solution
Contact Centers Can Work Smarter with Enhancements to Calabrio ONE(R) Workforce Optimization Software Suite
Contact Center Agents are Critical Lynchpin in the Customer Journey
Worldwide IT Spending to Decline 1.3 Percent in 2015
Training Tenured Agents on New Techniques and Technologies
Why Customer Experience Excellence Requires HR Engagement