[View Past Issues] May 05, 2015
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Learn 5 Best Practices of Successful Support Leaders


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 discuss the five best practices that will make you an effective support leader, including:

  • Creating a learning organization
  • Building responsibility and ownership among your team members
  • Theory X versus Theory Y: Why command-and-control doesn't work in support
  • Metrics and you: delivering results without fostering burnout
  • Hiring and recruiting: building the perfect support rep

Watch the webinar today!

Support.com Launches Nexus(R) SupportCam(TM) Remote Video Support Service
Support.com, Inc., makers of cloud-based Nexus software for Support Interaction Optimization (SIO) and a provider of tech support and turnkey support center services, announced full availability of SupportCam, a powerful remote video support service available within Nexus. SupportCam addresses a major need in technical support: allowing the tech support representative to see exactly what a caller is looking at using the camera on the customer's Apple or Android smartphone or tablet. SupportCam works on any contact center agent's computer running Mac OS or Microsoft Windows. It runs on Internet Explorer, Firefox, Chrome and Safari web browsers.

RingCentral Adds Cloud Contact Center to its Enterprise Communications Solution
RingCentral, Inc., a provider of cloud business communications solutions, today announces the launch of the new RingCentral Contact Center. The new RingCentral Contact Center is powered by inContact, the leading provider of cloud contact center software. This new integrated offering gives businesses the most innovative contact center service combined with the award-winning RingCentral Office solution. RingCentral Contact Center is disruptive with its uniquely packaged simple all-inclusive pricing model, compared to other expensive a la carte offerings within the industry.   

Webinar: The Adizes Corporate Lifecycle – How to Make a Transition from Entrepreneurship to Professional Management

May 14, 2015, 9:00am PT

Corporations, like living organisms, experience predictable patterns of behavior as they grow and develop. Not unlike living organisms, they are faced with transitional problems as they progress through the various stages of their lifecycle. The success or failure of any organization depends on its ability to meet the challenges presented by growth and change, and to make healthy transitions from one stage of development to the next.

For a company to preserve its hard-won gains during the developmental stages, it must make the change from management-by-intuition and management-by-the-seat-of-the-pants (Go-Go management) to a more professional process. This should happen during what is termed the Adolescence stage in the Adizes Corporate Lifecycle.

In this session, Pavel Golenchenko, certified Adizes Senior Associate, will discuss how companies successfully make the transition from Entrepreneurship to Professional Management.

Register today!

Klever Knowledge Benchmark Report 2015

Klever, a next generation software and services company, released the first industry benchmark report on the perceptions and realities of knowledge management programs. Klever Knowledge Benchmark Report 2015: The State of Knowledge Sharing focuses on the processes, tools, and behaviors necessary to succeed in a knowledge-sharing program. This report provides a benchmark to guide organizations in deploying, sustaining, or rebuilding their respective programs.
The report presents benchmark data in four critical areas: people and leadership, processes, technology, and culture.  The analysis revealed three critical findings:

  • A wide gap exists between executive perceptions of knowledge sharing execution and on-the ground practices.
  • Technology is not enabling best practices yet. Knowledge-sharing processes were rated the highest benchmark by organizations overall (3.13 out of 5) while the technologies area was rated lowest (2.87 out of 5).
  • While organizations have adopted best practice processes and tools, the motivation to share knowledge as part of team behaviors every day lags behind. Nearly 70% of organizations report that they tend to go back to pre-knowledge program behaviors in times of rapid change or stress. Only 31% of organizations said they always or often invest in long-term solutions like knowledge-sharing practices even when fighting fires.



Top 10 CIO Concerns

Janco has found that the top 10 concerns have been the same for several years.  The only difference is the ranking in importance has varied.  The top 10 concerns include:

  1. Security - as more instances of cyber-attacks are identified CIOs are well aware that their jobs are at risk if this occurs under their watch
  2. Cloud Computing - This is the new hidden IT that is driving many new applications and is not under the complete control of the CIO and IT organization.
  3. Infrastructure - No longer are those interacting with the data and systems in a single location utilizing standard hardware and software. Records management, retention and destruction as well as version control are just a few of the areas that CIOs need to manage and control.
  4. Consolidation - Islands of data and computing continue to exist as new technologies are implemented.  Redundancy leads to disparate information and needs to be resolved.
  5. Big Data - As data is consolidated it needs to be analyzed more quickly so that decision making within the enterprise is improved.
  6. Automation - Traditional functions are now being eliminated and automation needs to take placed which will meet the strategic objectives of the enterprise.
  7. Mobile Computing - BYOD and mobile applications are where users are looking for support in order to improve their bottom line results.
  8. Staff Retention - During the past few years that has not been an issue but now with an improved IT job market staff will leave.
  9. Social Networks - This is the wave of the future and needs to be managed more effectively.
  10. Succession Planning - Not only for the CIO role but for all of the other key roles within the IT functions.  Job family definition is now a priority.


Click here for more Industry Stats

How The Wrong People Get Promoted And How To Change It
Have you ever quit a job just to get away from a bad boss? If you have, it turns out you’re in sizable company. According to a April 2015 Gallup study, one in two U.S. workers have at some point in their career felt compelled to make that same difficult choice. But Gallup also discovered what distinguishes the very best managers -- new and truly groundbreaking insight into the talents, motivations, and practices of bosses who make workers want to stay. Here are five of the most significant findings of the report.

Creating a Customer Insight Strategy
Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. At least, that’s my experience.  As a small contribution to fill this gap, let me share a few reflections on what I have found helpful to consider when creating a customer insight strategy.

Three Essential Ways to Fix Your Performance Management Approach
In an ideal world, the performance management approach should be helping an organization move towards -- or maintain -- high performance. But we’re not finding that to be true, necessarily. In January of this year, BlessingWhite surveyed over 1,200+ employees and, based on that research, we’re recommending three essential ways to help get employees to increase their contribution to the company and increase their satisfaction at work. This will lead to an engaged and productive workforce, and one that is high-performing.

7 Management Lessons From a 7-Time CEO
The bottom line is this: As the world changes, so should your management style. That goes for whether you’re managing a team of ten, or ten thousand. To help you effectively manage your own team and guide your company to greatness, I recently tapped into my own Top 7 Management Lessons.

The Complete Guide To How Every Organization Must Evolve To The Future Of Work
This article presents an infographic taken from the author’s most recent book, The Future of Work, where he researched and spoke with many companies to see how they are evolving. The visual is a compilation of what he sees companies doing and more importantly what they HAVE TO DO in order to succeed and thrive in a new business landscape.

Getting There: A Book of Mentors
by Gillian Zoe Segal

The path to success is rarely easy or direct, and good mentors are hard to find. In Getting There, thirty leaders in diverse fields share their secrets to navigating the rocky road to the top. In an honest, direct, and engaging way, these role models describe the obstacles they faced, the setbacks they endured, and the vital lessons they learned. They dispense not only essential and practical career advice, but also priceless wisdom applicable to life in general. Getting There is for everyone -- from students contemplating their futures to the vast majority of us facing challenges or seeking to reach our potential.

Click here for more information!

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Free Research on the Service and Support Industry
Are you looking for the latest research available (for free!) on the service and support industry? Then check out the research section of SupportIndustry.com. Some of the current offerings available to members are:

  • People Issues in Customer Support Survey Results
  • Annual Service and Support Metrics Survey
  • The Service & Support Snapshot: 5 Support Trends That Will Change Your Business

All of these reports can be accessed by clicking here...

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Carolyn Healey, Editor - chealey@supportindustry.com

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