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More Firms Allowing Employees To Shop Online While At Work
More employees may be bagging holiday bargains on the job this holiday season, a new survey suggests. Sixteen percent of chief information officers (CIOs) interviewed by staffing firm Robert Half Technology said they give their workers unrestricted access to online shopping sites — up from 10 percent last year
New Survey Shows 25% of Call Centers Are Experiencing Data Overload
The A Wow Customer Journey: Actionable Data in Today’s Multichannel Contact Center revealed that a significant percentage of contact center executives claim that too much data is being collected from disparate sources within corporate call centers, and that the data is also inefficiently consolidated once collected.
World-Class IT Orgs Dramatically Outperform Typical Companies at 15% Less Cost
World-class IT organizations achieve dramatically higher levels of effectiveness, meeting ROI expectations nearly twice as often, and support up to 80 percent higher levels of business process automation, all at 15 percent less cost than typical companies, according to new research from The Hackett Group, Inc.
IT Spending Expected to Accelerate Next Year, After Emerging Markets Slowdown in 2013
According to the new International Data Corporation (IDC) Worldwide Black Book just released, worldwide IT spending is expected to accelerate next year after dipping to its slowest pace of growth since the financial crisis in 2013. Overall tech spending is on course to increase by 4% this year at constant currency, reaching $2.04 trillion, down from last year’s growth of 5% due mainly to the slowdown in key emerging markets including China and Russia.
Survey: Big Changes Coming For Future Contact Centers
Dimension Data, the $5.8 billion global information and communications technology (ICT) services and solutions provider, announced the results of its 2013/2014 Global Contact Center Benchmarking Report, which uncovers significant challenges and emerging trends indicating that the contact center of the future requires a new caliber of technology and resources to keep clients engaged and employees happy.
Study Reveals More than 2/3 of Marketing & IT Leaders Report Being “More Effective” Due to Collaboration
To demonstrate how organizations are embracing collaboration, Oracle, in partnership with Leader Networks and Social Media Today, launched an executive study revealing opportunities and obstacles for senior marketing and technology leaders to more effectively collaborate and to deliver real-world business value. The results of the survey highlight how marketing and technology teams are working together, when they are working in silos, and the business value of becoming a socially enabled enterprise.
Investing in Digital Technologies and Improving Customer Experiences is Enabling Companies to Identify New Growth Opportunities and Enhance Performance
Accenture’s research found that the adoption rate of key technologies, including cloud computing, analytics, social, mobility and security, was greater across-the-board for companies that excel in their use of IT than their counterparts. According to the research, these companies have recognized and embraced the transformational impact of digital IT to create new products and services that supports growth.
New Study from CorvisaCloud Reveals Top Customer Service Complaints
A new study commissioned by cloud-based contact center provider, CorvisaCloud, confirms a direct correlation between customer service management and a company’s bottom line while offering insight on what components of a customer service program are most important to customer retention and acquisition.
Study Shows Dramatic Growth In Use of Incentives for Employees and Customers
A new study conducted by the Incentive Federation confirms that the non-cash incentives market is thriving with 74 percent of U.S. businesses spending $76.9 billion annually on incentive travel, merchandise and gift cards. The study also reveals that half of this market is driven by smaller businesses (between $1 million and $10 million in annual revenue), whose budgets may be tighter, but whose total volume generates $39 billion annually.
U.S. “Switching Economy” Puts Up To $1.3 Trillion of Revenue Up for Grabs for Companies Offering Superior Customer Experiences
Despite having more data and insights into consumer desires and preferences, companies in the U.S. have failed to meaningfully improve customer satisfaction or reverse rising switching rates among their customers. As a result, there is a potential $1.3 trillion of revenue at play in the U.S. market represented by the “switching economy,” according to new research released by Accenture.
Gartner Identifies Top Vertical Industry Predictions for IT Organizations for 2014
Gartner, Inc. has revealed its top industry predictions for IT organizations and users for 2014 and beyond. Most industries are facing accelerating pressure for fundamental transformation, including embracing digitalization in order to survive and stay competitive.
Robert Half Releases 2014 Salary Guides
The just-released 2014 Salary Guides from Robert Half show that U.S. starting salaries for professional occupations are projected to increase an average of 3.7 percent next year. Technology positions are expected to see the largest gains among all fields researched, with an anticipated 5.6 percent increase in the average salary for newly hired workers. Accounting and finance professionals can expect starting salaries to rise an average of 3.4 percent, according to the research.
Technology CEOs should consider nine disruptive forces that are impacting businesses
The accelerated pace of business disruption is being triggered by the impact of new technologies combined with the challenges and opportunities of creating a connected experience, which are bigger than ever before, according to a new PwC report. The nine trends outlined in the report are too inter-related to be tackled with an independent strategy. PwC recommends two complementary strategies, one targeting the short-term trends and the other targeting long-term challenges.
Gartner Identifies the Top 10 Strategic Technology Trends for 2014
Gartner, Inc. highlighted the top ten technologies and trends that will be strategic for most organizations in 2014. Gartner defines a strategic technology as one with the potential for significant impact on the enterprise in the next three years. Factors that denote significant impact include a high potential for disruption to IT or the business, the need for a major dollar investment, or the risk of being late to adopt.
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