Welcome to the supportindustry.com Resource Center!
The supportindustry.com Resource Center is a searchable, interactive database that allows you to choose targeted categories and go directly to the information you are looking for. This invaluable tool consolidates the latest information about breaking news, trends, tools and technologies in the support services industry, and it's all in one place!
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People Issues in Customer Support Survey Results
SupportIndustry.comís latest survey examines the "people" issues that drive customer service operations: how satisfied customers are, how agents feel, how we supervise people and measure performance, and the systems we have in place to train and coach people.Get your copy of the full survey responses here!
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 as Rich Gallagher, author and customer service expert, takes you on a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers, and how to to fix them.
Webinar: Moving Beyond Metrics: Balancing Quality with Quantity
inContact Continues Workforce Optimization (WFO) Market Momentum with New Cloud SMB Solution
Microsoft and Salesforce Unveil New Joint Solutions at Dreamforce 2014
Gartner Identifies the Top 10 Strategic Technology Trends for 2015
Robert Half 2015 Salary Guides Show 3.8 Percent Average Starting Salary Increase In Professional Occupations
Should CSRs Be Paid for Performance?
Buzzword Battle: Omni vs. Multi-Channel