• SupportIndustry.com Research Insight: Average Speed to Answer, Wait Time and Handle Time
• 2010 Service and Leadership Trends in Customer Support
• SupportIndustry.com Research Insight: Effectively Measuring Customer Loyalty
• SupportIndustry.com Research Insight: Cost Per Contact (Phone & E-Mail)
• SupportIndustry.com Research Insight: First Contact Resolution
• 2009 Service and Support Metrics Survey
• 2009 Research Results: The Distributed Workplace: The Challenges of Support
• 2008 Service and Support Metrics Survey
• 2008 Trends in Customer Relationship Management (CRM)
• 2007 Multichannel Service and Support Executive Survey Report (member log-in required)
• State of IT Outsourcing - October 2006

View the latest research related to the Service and Support Industry!

Worldwide SaaS Revenue Within the Enterprise Application Software Market to Surpass $8.5 Billion in 2010
Worldwide software as a service (SaaS) revenue within the enterprise application software market is forecast to surpass $8.5 billion in 2010, up 14.1 percent from 2009 revenue of $7.5 billion, according to Gartner, Inc. The rapid adoption of SaaS has contributed to growth in varying degrees across the enterprise software markets. There will be a shift in total SaaS revenue from just over 10 percent of the combined markets in 2009, to more than 16 percent of these combined markets in 2014.

More Than Half of Large, Downsized U.S. Businesses Plan to Rebuild Their Workforces To Pre-Recession Levels by 2012
More than half (54 percent) of large U.S. businesses that reduced staff in the past 12 months plan to rebuild their workforces to pre-recession levels within two years, according to a study released by Accenture. The survey confirmed that companies are shifting their focus away from cost control and returning to growth. 

Americans Will Spend 9% More With Companies That Provide Excellent Service
A majority of Americans report that quality customer service is more important to them in today's economic environment (61%) and will spend an average of 9% more when they believe a company provides excellent service. However, in a challenging economy where growth is harder to achieve, many businesses are missing out on this opportunity.

Multi-Channel Service Delivery: The Path to Creating a Great Service Experience
The latest research report published by the Aberdeen Group found that leading service companies were not only looking to utilize channels other than the contact center as a means to capture customer requests and deliver service, but also invest resources in ensuring the consistency and efficacy of information and the overall experience available on all delivery channels.

CIOs Should Have a Plan in Place Now to Tackle a Second Economic Downturn
In 2008, most CIOs were forgiven for being unprepared to deal with the global recession, but if another recession unfolds in the next 12 to 18 months, no CIO will be forgiven for being unprepared a second time, according to Gartner, Inc. Gartner recommends that CIOs take thekey actions outlined in this article to ensure that their enterprises are best placed to weather any potential financial storms over the next 12 to 18 months.

Gartner Trims Worldwide IT Spending Growth Forecast to 3.9 Percent for 2010
Worldwide IT spending is forecast to total $3.350 trillion in 2010, an increase of 3.9 percent from 2009 spending of $3.225 trillion, according to the latest outlook by Gartner, Inc. Gartner has lowered its outlook for the IT industry from the first quarter of this year when it forecast worldwide IT spending to grow 5.3 percent, primarily due to the devaluation of the euro versus the U.S. dollar since the beginning of the year.

Wall Street Firms Set to Increase IT Spend Through 2011 on Transformation Initiatives
A new survey of nearly 250 business and IT Wall Street professionals reveals that almost one-half expect 20-30% of their technology budget to be allocated for transformational initiatives in 2010 and 2011. The Wall Street professionals polled in the survey shared the view that the most likely increases in IT investments for analytics are expected to be risk, compliance and trading.

Federal Tech Spending To Reach $112 Billion
Spending in the federal information technology market will grow from $86 billion in 2010 to $112 billion in 2015, at a compound annual growth rate of 5.4 percent, according to Federal Information Technology Market, 2010-2015, a new report from INPUT.

Investment in speech analytics in call centers set to double
IT professionals have reason to smile, at least according to Janco Associates, which paints a very rosy picture about salaries in the IT job market. According to the Mid-Year 2010 IT Salary Survey hiring in some sectors of the IT job market seems to be picking up from where it left off before the recession. Salary cuts seem to be a thing of the past and there is actually an increase in compensation for selected positions, especially for CIO's.