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New Webinar: The Top 10 Avoidable Mistakes Front-Line Support Teams Make
Wednesday, July 30th, 10 AM PDT / 1 PM EDT
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.
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U.S. CIOs Reveal Hiring Plans For Next Six Months
The hiring projections for the first half of 2014 are based on interviews with more than 2,300 CIOs from 23 major U.S. markets who were asked to provide a six-month hiring outlook. Hiring projections for the last six months of 2014 are based on interviews with more than 2,400 CIOs in 24 major U.S. markets.
As for recruiting technology talent, 61 percent of U.S. CIOs said it is somewhat or very challenging to find skilled IT professionals. This is a 2-point drop compared to the first half of the year. Technology executives surveyed report that it is most difficult to find skilled talent in the functional areas of applications development (17 percent), networking (17 percent) and security (12 percent).
Confidence in Business Growth and IT Investments
The Robert Half Technology survey suggests that CIOs continue to have an optimistic outlook about their companies' growth and plans for IT investments. Eighty-nine percent of CIOs reported being somewhat or very confident about their companies' growth prospects for the last six months of 2014. This compares to 88 percent for the first half of the year.
Seventy-one percent of CIOs said they are confident that their firms will invest in IT projects in the next six months. This compares to 69 percent in the first half of 2014. Most of those upcoming investments will be in hardware upgrades (44 percent) and software upgrades (21 percent), according to the Robert Half Technology survey.
Skills in Demand
Fifty-seven percent of U.S. technology executives said that network administration tops the list of skills sets in greatest demand within their IT departments. This figure is unchanged from the previous survey. Database management and desktop support followed, each with 52 percent of the response.
PC Rebound in Mature Regions Stabilizes Market, But Falls Short of Overall Growth in the Second Quarter of 2014
Despite the end of Windows XP support in early April, it appears many Windows XP migrations continue to take place. Most major vendors saw solid growth, and early indications also point to desktop shipments being stronger than expected in some areas, signaling continued business buying. The consumer side also appears stronger than expected, with growing activity among the lower-priced models as well as Chromebooks.
On a geographic basis, Europe, the United States, and Canada showed the strongest growth, reflecting more stable conditions. Japan would have joined list but for the dramatic surge last quarter and new taxes that limited second quarter growth. In contrast, emerging regions continue to see declining PC volumes as weaker economies and political issues combine to depress growth.
United States – The U.S. market showed strong 6.9% year-on-year growth in the second quarter of 2014. Continuing upgrades of Windows XP systems boosted shipments in commercial portables and desktops, helping the commercial segment. At the same time, retail acceptance of emerging product categories such as Chromebooks and ultraslims helped the consumer segment to stabilize. HP continued to hold the lead and gained 2% market share while four of the top 5 vendors experienced double-digit growth for the quarter. Lenovo and Toshiba took advantage of some consumer interest in Windows 8 and a push to build up their presence in large enterprises.
EMEA – The PC market in Europe, the Middle East and Africa (EMEA) posted positive results in the second quarter, with an ongoing push of shipments in the commercial space driving the growth. Renewals, fueled in part by the end of Windows XP support, weighed positively on the market. Demand in the consumer market also improved and shipment levels continued to stabilize, particularly in Western Europe, while emerging markets remained constrained due to weak demand and political instability.
Japan – Although the market saw a decline compared to the first quarter of 2014, when the end of support for Windows XP combined with an impending sales tax increase drove last-minute purchases, the second quarter still fared better than forecast, pushing growth just into positive territory.
Asia/Pacific (excluding Japan) – A faster than expected deployment of ELCOT deals in India and activity in the entry-level segment helped markets in Asia/Pacific (excluding Japan) squeeze ahead of forecasts. However, shipments were still down nearly double digits year-on-year, marking the ninth consecutive quarter of decline for the region.
Misleading Metrics in Customer Service Effectiveness
10 Things Senior Level Managers Must Know About Contact Centers
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Free Research on the Service and Support Industry
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