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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 to Rich Gallagher, author and customer service expert, and take a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers.
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Customer support departments typically have a “Tiered” or “Level” model of support. The average number of tiers is 3, with as many as 5 at some companies. These tiers are based on level of complexity and an equivalent skill level of the technician.
Security tops CIO worries; IT budgets, turnover on the rise
CIOs are spending more on IT, worrying most about security and privacy, and staying on the job a little longer, according to the latest data from the Society for Information Management (SIM).
This year marks the 35th anniversary of the SIM IT Trends Study, which surveyed 1,002 people (including 451 CIOs) from 717 organizations. Among surveyed companies, the average annual revenue is $5.6 billion and average annual IT budget is $288 million.
The trend for CIOs to focus more on the business and less on pure tech is evident in how their success is measured. According to respondents, the top 10 performance measures for CIOs, ranked from 1-10, are: the value of IT to the business; IT’s contribution to strategy; customer satisfaction; innovative new ideas; availability; projects delivered on time; IT cost controls; productivity improvement; business cost reduction controls; and revenue growth.
SIM also asked how CIOs spend their time, and their answers reinforce a business-focused agenda. According to the study, CIOs spend 41.5% of their time on business activities, including evangelizing IT, addressing the needs of IT and business customers, and managing change; 36.1% of their time on IT activities, including project management, resource allocation, IT governance, and technical research; 18.3% of their time on IT and business strategies; and 4.1% of their time on career activities, in particular managing personal networks.
Meanwhile, turnover is on the rise. The average IT employee turnover rate hit 9% in 2014 – a nine-year high. That’s up from 6.6% in 2013 and 5.2% in 2012. To combat employee turnover, leaders are investing more on training and education. The percentage of IT budget allocated to training and education was 5% in 2014, up from 4.7% in 2013 and a six-year low of 2.9% in 2012.
Ranked from 1-5, organizations’ five largest IT investments are: analytics and business intelligence; data center infrastructure; ERP; application software development; and cloud computing.
Top 10 Challenges faced by IT Project Managers
Janco Associates conduct a survey of IT Project Manager in large and mid-sized corporations. 178 Project Managers participated in the study. All of the managers had been operating in that role for over one year and several had been project managers for well over five years. They all had at least 5 project team members and the largest project had over 60 IT professionals on it.
The project managers were able to select multiple answers as well as write in their own challenge. Interestingly almost two thirds (63%) said they spent too much time doing things other than tasks associated with the success of the projects. They attributed that to administrative overhead and organizational bureaucracy.
The top 10 challenges they face are:
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What does the Social Age mean for your business? Containing stories, analysis of real-world scenarios, and indispensable guidance, A World Gone Social gives you the tools and information you need to survive--and thrive--in a business climate in which customers hold all the cards... jobseekers have the power to easily find out what working at your company isreally like... and expertise has become more democratic than ever as employees collaborate with each other, as well as with vendors, customers, and even competitors.
You'll discover what the "Death of Large" and "Flat: The New Black" mean for you and your organization, how to build a socially enabled team that puts the customer experience first, and what it means to create an "OPEN" network of partners, collaborators, and brand champions.
Free Research on the Service and Support Industry
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