Analyst/Bytes & Statistics
In Other News
April 22, 2015, 10 AM (PST) / 1 PM (EST)
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NEC Launches Cloud Contact Center Solution
Contact Centers Can Work Smarter with Enhancements to Calabrio ONE(R) Workforce Optimization Software Suite
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Worldwide IT Spending to Decline 1.3 Percent in 2015
Worldwide IT spending is set to shrink to $3.66 trillion in 2015, a 1.3 percent decrease from 2014, according to the latest forecast by Gartner, Inc. Gartner said that the rising dollar is chiefly responsible for the slowdown.
The U.S. dollar spending on devices (including PCs, ultramobiles, mobile phones, tablets and printers) for 2015 is forecast to decline 1.2 percent to $685 billion. Spending for all devices in 2015 was revised down partly due to a slowdown in PC purchases in Western Europe, Russia and Japan, countries where local currency has devalued against the dollar. The mobile phone market is not as affected by the currency shifts. Substantial change in the phone mix in emerging markets toward lower-priced smartphones negates price increases of premium phones, resulting in flat phone average selling prices between 2014 and 2015.
Data center system spending is projected to reach $142 billion in 2015, an increase of just 0.4 percent from 2014. External controller-based storage, enterprise network equipment and servers have all been impacted by the depreciation of some local currencies against the U.S. dollar, but the server segment has seen the biggest impact due to the greater pricing pressure that server vendors are exposed to, due to their relatively lower margins.
Spending in the enterprise software market is on pace to total $320 billion in 2015, a 2.3 percent increase from 2014. Nevertheless, this is a downward revision from the last forecast and is the result of a substantial reduction in the forecast for office suite spending, reflecting the acceleration of Office 365 adoption. Office 365 is disrupting traditional revenue flows. Its cost is prorated over the life of the subscription, resulting in significantly lower revenue growth as users transition away from the on-premises model.
IT services spending will contract slightly to $942 billion in 2015, down from $948 billion in 2014. The largest reductions were made in implementation services, particularly in the U.S. Although the oil and gas industry is only 1 percent of the IT services market, oil and gas buyers historically react quickly when their prices drop, often cutting back on spending 20 percent or more. Because the U.S. is a large oil producer and a large market for IT services, the largest spending reductions on services is expected to take place in the U.S. through 2015 and 2016, with an early impact on implementation services.
Growth in spending on telecom services is predicted to shrink by 2.6 percent in 2015, to total $1.57 trillion. Among the more prominent changes affecting multiple regions were reductions in total connections for developed markets such as the U.S. and several Western European nations, as growth in data-only connected devices and multi-SIM connections were not as high as previously expected.
Self-Service Isn't Enough for Demanding Shoppers-Contact Center Agents are Critical Lynchpin in the Customer Journey
inContact, a provider of cloud contact center software, announced the findings of their January 2015 customer experience survey that examined consumer perceptions of service while making online or phone purchases over $25 in the previous 6 months. When feeling dissatisfied with an order, the majority (81% of U.S. adults) prefer assistance from a live representative via phone or online chat rather than using email or online self-service.
The study, conducted online by Harris Poll on behalf of inContact, from January 29-February 2, 2015 among 2,028 U.S. adults ages 18 and older, reveals that 86% would be very likely to switch to another company in the future after a bad customer service experience.
Contact Center Agents are Alive and Well
Majority of Buyers Expect at Least Six Channels of Communication to be Available
In order of importance to consumers, the agent-supported channels include:
Self-service channels are also important to consumers, including online self-service for order tracking (87%) and 1-800 to self-service (53%).
Consumers expect a personalized, omnichannel customer journey that includes agent service continuity and choice of channels for follow-up communications.
A major goal of the study was to gauge consumer desire for personalized and omnichannel experiences when interacting with service representatives. The following findings indicate ways in which companies need to design the customer journey for personalization and consistency across various channels.
How to Tell if a Company’s Culture is Right for You
Training Tenured Agents on New Techniques and Technologies
How CIOs Can Woo Customer Advocates
Zappos gives employees exit prize if culture change is turnoff
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