Call For Participation: 2008 Service and Support Metrics Survey

Supportindustry.com would like to invite you to participate in our annual Service and Support Metrics Survey. This important survey, sponsored by Parature, is designed to capture data on the crucial metrics essential to running your support operation. The results will help you benchmark your support operation against what other leading companies are doing today.

The executive summary of the survey will be made available for free to all who participate. As an additional incentive, three lucky participants will receive a $75 Amazon.com gift certificate (winners will be chosen at random).

To take part in the survey, click here. Your response is requested by February 26, 2008.

PreVisor's new Contact Center Solution predicts employee performance
PreVisor, a provider of employment assessments and selection solutions, announced the release of a new Contact Center Solution designed to meet the complex challenges of agent selection, performance and retention. PreVisor’s Contact Center Solution is a holistic assessment of key contact center competencies that impact performance metrics including: customer service ratings, average handle time, quality assurance, agent-adherence to policy, cross-selling, and 90-day post-hire retention. With PreVisor’s selection solutions, candidate scores are presented through real-time, stack ranked reports and can be integrated with applicant tracking or other HRIS systems

YMCA of Greater New York Invests in the Oracle(R) E-Business Suite
The YMCA of Greater New York chose the Oracle(R) E-Business Suite to revamp its information technology (IT) systems and benefit from an integrated suite of software applications. The not-for-profit human services organization plans to deploy Oracle Human Resources Management System, Oracle Grants Accounting, Oracle Financial Management and Oracle Customer Relationship Management (CRM) to better cultivate its workforce of 4,400, create more sophisticated fundraising and grant management initiatives and grow its membership.

Verizon Wireless Hired 245 and Promoted 115 Connecticut Customer Service Representatives in 2007
In a continuing effort to stay ahead of customer demand for the company's wireless voice and data products, Verizon Wireless today announced that it hired 245 new customer service and data support representatives for its Meriden and Wallingford, Connecticut customer care centers in 2007. Approximately 115 local employees were also promoted during the same period. During new hire training, employees participate in a comprehensive program to prepare to serve customers in their new positions. Intensive training lasts from four to seven weeks depending on the specific role of the employee, with the goal of each customer service representative taking six to eight hours of additional training every month. The continuous focus on training and customer satisfaction helps prepare these employees to provide Verizon Wireless customers with exceptional service.
 

Research Results: 2008 Trends in Customer Relationship Management (CRM)

The majority of respondents (81%) in CRMindustry.com's "2008 Trends in Customer Relationship Management (CRM)" survey are happy with the overall performance of their CRM technology vendor. The research, conducted in November - December 2007, surveyed high-level CRM executives representing a range of industries. The data gathered provides valuable insight into the issues and challenges important to those responsible for CRM in their organization.

To get a complimentary copy of the executive summary, as well as view the graphs, click here.

Enterprise Software Industry to Grow 8 Percent in 2008 Despite Economic Slowdown
Despite the current economic downturn, the software industry is poised for growth in 2008, with worldwide enterprise software revenue totaling $190.7 billion in 2008, an 8.2 percent increase from 2007 revenue of $176.3 billion, according to Gartner, Inc. While the software market is forecast to grow, it will face challenges this year.

The software industry experienced unprecedented growth in the late 1990s, leading to an exaggerated, through short-lived, downturn in 2001. Since many of the factors in place during that period do not exist now, Gartner analysts do not expect an economic slowdown in the U.S. or other markets worldwide to have a strong negative effect on software spending.

Garter expects the second quarter of 2008 to be the first quarter in which some decline in revenues for software vendors is noticeable. Companies will need some time to get control of IT operations budgets and slow down discretionary budgets. In the short term, only a few types of software spending will be affected which in turn will compress the vendors in the vulnerable markets.

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IDC Lowers Forecasts For IT Spending in 2008, Citing Macroeconomic Weakness
IDC announced that it has lowered its forecasts for IT spending in 2008, due to recent downward revisions to macroeconomic indicators and assumptions. As a result of these changes, IDC now predicts worldwide IT market growth of 5% this year, down from last year's pace of 6%. Global IT spending is now projected to reach $1.38 trillion this year, up from just over $1.3 trillion in 2007. In the United States, growth is expected to weaken to 4% in 2008, compared with 6% in 2007.

These updated forecasts, published in the IDC Worldwide Black Book, reflect the negative change to economic indicators and projections since the previous quarter. The general reduction in anticipated growth for the U.S. economy has translated into forecast reductions across most IT market sectors. Additionally, historical correlations and recent IT buyer surveys confirm the view that market conditions are likely to weaken in the coming months.

Highlights of the new IDC Black Book include the following:

• A 5% decline is expected for the U.S. PC market in 2008, following last year's growth of 2%.
• Slower growth is now expected for software, services, storage, servers, and network equipment in the United States.
• IT spending in Western Europe is expected to grow by just 4% this year, down from last year's 5%.
• Market growth is expected to be just 2% in Japan this year.
• Slower growth in China compared to last year (12% in 2008 compared to 17% in 2007).
• India is one of the few markets expected to post an acceleration from 2007 growth.

Economic indicators are the biggest source of variability within the forecast. Any further weakening of the U.S. economy in the coming weeks, including recessionary conditions, could force IT market growth even lower. On the upside, a quick recovery for the U.S. and global economy may elevate expectations for the second half of this year.

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Forrester Revises 2008 Outlook For US And Global IT Purchases
Based on newly available economic data, Forrester Research, Inc. is revising downward its outlook for US and global IT purchases in 2008. Forrester now projects that US purchases of IT goods and services will grow 2.8 percent, down from its previous forecast of 4.6 percent. Global purchases of IT goods and services will grow 6 percent, down from the previous preliminary forecast of 9 percent, according to a new Forrester report.

Forrester uses several metrics to determine the health and size of the IT market. The data referred to here (and in the Forrester report) comprises IT purchasing: how much equipment, services and consulting companies and governments are buying from technology vendors. It is one of the most important metrics for evaluating the health of tech vendors. The global market for IT purchases is estimated to be $1.7 trillion in 2008. In 2007, global IT buying grew at 12 percent; US IT purchases expanded 6.2 percent.

2008 Global IT Spending By Sector

Software investment will do better than average. Forrester projects that global purchases of software products will grow by eight percent in 2008, down slightly from 11 percent last year, but still strong.

Communications equipment investment will grow below the average. This sector will see 3 percent growth in 2008, down from much stronger growth of 12 percent in 2007.

Computer equipment investment will see a similar slowdown in growth. Forrester foresees the growth in purchases of personal computers, servers, storage devices, and peripheral markets shifting down from 12 percent growth in 2007 to 4 percent this year.

IT consulting and outsourcing services will expand. While demand for IT consulting and integration services will weaken, demand for IT outsourcing will increase by 9 percent this year.

2008 Global IT Spending By Region

Europe grows slowly but steadily. In Western and Central Europe, growth will be 5 percent in 2008, following 15 percent growth the previous year, which was due largely to the dollar's drop against the Euro. Measured in Euros, 2008 growth will be 3 percent.

Eastern Europe, Middle East, and Africa will see much stronger growth. The total market in this region is about one-sixth the size of the Western and Central European market with just $74 billion in IT purchases of goods and services in 2008. However, in oil and gas producing countries where the economy is stronger — such as Russia, Saudi Arabia, the Gulf states, and Nigeria — IT purchases will grow at 12 percent in 2008, slightly lower than in 2007.

Asia Pacific grows strongly in 2008, but not as well as 2007. Overall IT purchases in the Asia Pacific market will grow at 9 percent in 2008 (measured in dollars). That impressive growth rate is actually a slowdown from the 15 percent growth rate in 2007.

The US share of global IT purchases continues to contract. In 2003, the US market represented 40 percent of the global market for IT goods and services; by 2008, it will shrink to a 33 percent share. Asia Pacific is the largest region for computer equipment; the US and Asia Pacific each have about one-third of the communications equipment market. Only in software does the US market still dominate, with a 44 percent share of the global software market.

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Study Looks at ‘Going Green’ Through the Eyes of IT Decision Makers
TIt is almost impossible for one to pick up a newspaper, magazine or access the Internet without seeing an article concerning the "greening" of Corporate America. A recent study conducted by Harris Interactive with more than 300 IT decision makers indicates there is a plethora of thoughts and activities for "Going Green". While the majority of companies have implemented "Going Green" strategies with recycling and proper waste disposal, overall only 41 percent of corporations have deployed virtualization or server consolidation strategies to save on energy cost.

What is "Going Green?"

Today, as part of their corporate citizenship, brand equity, and go to market strategy, some corporations are implementing a "Going Green" strategy. One definition of "Going Green" is designing, selling, or funding eco-friendly products and services. For example, does your company recycle old electronic products to properly dispose of electronic waste such as lead and mercury?

Innovative "Green Thinking:" Why or Why Not?

Attitudes for adopting "Green Thinking" are diverse among the IT professionals surveyed. About 16 percent might be put in an "anti-green camp", saying that corporations should be environmentally friendly only if they can do so and achieve their profitability goals. However, 71 percent might be described as "pro green", believing that corporations should go beyond governmental requirements in their efforts to be environmentally friendly (39 percent) and that they should be environmentally friendly even if they have to sacrifice some of their profitability goals (32 percent).

Among those IT professionals that either have implemented a going green strategy or are in a pilot phase, fifty seven percent say "Going Green" is good for business. Fifty-five percent say that "going green" reduces their energy costs, thus improving profitability, while 53 percent say that being environmentally friendly is a corporate value. Only 27 percent say that the decision to implement this strategy is due to top management, and 21 percent say that the implementation is due to government regulatory requirements.

On the flipside, for those with that have not implemented a "green strategy", the reasons for not implementing are varied:

• Twenty-six percent says that they "fully comply with current governmental regulations for environmental safety", while 25 percent says that they have other pressing corporate needs;
• One quarter isn’t sure of what actions that they must take to "Go Green" in the most cost effective way;
• Twenty percent indicate that they don’t have the funds to implement a "Going Green" strategy;
• Sixteen percent feel that they are already environmentally friendly.

How Do They Do It? Actions Taken in "Going Green"

Nevertheless, despite the positive attitude toward "going green" efforts, the plot thickens when asked about the firms’ actual actions in becoming "a green company" and when focusing on the actions that are underway. Ultimately, there appears to be a lot more bark than bite, since most of the action is in recycling programs and very few firms are doing the heaving lifting that includes adopting alternative power solutions and designing energy efficient buildings.

Only nine percent say they have a fully implemented plan across all areas of their respective companies and about 32 percent say they are in "pilot mode" or have partially implemented something in departments considered appropriate. Nearly one-quarter (23 percent) say their company has no plan at all.

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Are You Taking Care of Your Employees?
by Rosanne D’Ausilio, Ph.D.

It's reported that customer service/technical support positions are one of the 10 most stressful jobs in America today. As a matter of fact, 45% of all manager and 75% of all workers say “my job causes me stress.” Further it’s estimated that employee absenteeism costs companies $660 per employee per year, up from $610 in 2004. And, low morale continues to take its toll in higher costs and rates of absence. What are companies doing? This survey found that 67% of companies have programs for work-life balance, absence-control programs (leave for school functions), alternate work arrangements, etc. as compared to 16% in the past.
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Workforce Optimization for the Small to Midsized Contact Center
One of the most critical elements of running a call center is making the most of personnel resources. This includes hiring the best people, getting the “just right” number of staff in place each half hour, maximizing schedule adherence, and tracking and communicating performance numbers. These workforce optimization (WFO) functions are even more critical in a small to medium-sized center given the higher percentage of impact on service and cost that just one person can make.
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The Future of Customer Service
We live in an age of instant gratification. Thanks to the internet and mobile technology, the ability to access information, products and services is at our fingertips 24/7. Is it any wonder, then, that consumers are beginning to expect the same of customer service? Whether it's information on a product, questions about a service or simple driving directions, consumers want answers, and they want them now.
Full Article...

Online reputation management is hot -- but is it ethical?
Online reputation management "is a space that's hot and is heating up further," says Jeff Zabin, an analyst at Aberdeen Group Inc. who recently co-authored a report on social media monitoring and analysis. Executives are waking up to how the Internet can be used as an early warning system to alert them if their company's brand names and reputations are at risk as a result of a product defect, a disgruntled customer's blog rant or some other looming crisis, says Zabin. If the news is bad, SEO techniques can help level the playing field. Sophisticated algorithms and other techniques allow manufacturers, retailers and other types of businesses to suppress unfavorable blog posts about their companies, and learn things about consumer preferences and perceptions of their brands like never before.
Full Article...

Sales and Analytics Driving Contact Center Compensation
The ever-increasing complexity of the contact center environment is spawning a demand for more specific skill sets for management. Executives with analytical skills and the ability to optimize overall performance based on contact center metrics will command top salaries in upcoming years.
Full Article...

What the Customer Wants You to Know: How Everybody Needs to Think Differently About Sales
by Ram Charan

More than ever these days, the sales process tends to be a war about price -- a frustrating, unpleasant war that takes all the fun out of selling.

But there’s a better way to think about sales, says bestselling author Ram Charan, who is famous for clarifying and simplifying difficult business problems. What the customer wants you to know is how his or her business works, so you can help make it work better. It sounds simple, but there’s a catch: you won’t be able to do that with your traditional sales approach.

Instead of starting with your product or service, start with your customer’s problems. Focus on becoming your customer’s trusted partner, someone he can turn to for creative, cost-effective solutions that are based on your deep knowledge of his values, goals, problems, and customers.

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