• 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
• Service and Support Metrics - March 2006 (member log-in required)
• Service and Support Metrics - March 2005 (member log-in required)

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

70 Percent of Companies Using Cloud-Based Services Plan to Move Additional Applications to the Cloud in the Next 12 Months
Mimecast, an email management company, announced the results of its Cloud Computing Adoption Survey, which examined the perception and adoption of cloud computing solutions among 565 respondents responsible for managing their organization’s IT operations and budget across the U.S. and Canada. While security and integration issues are clearly users’ biggest fears about cloud computing, these concerns have not dissuaded companies from implementing cloud-based applications within their corporate infrastructure.

Worldwide IT Spending to Grow 3% in 2010
Worldwide spending on information technologies will continue to feel the effects of the global recession throughout 2010. According to a new forecast from IDC, worldwide IT spending will increase by just 3% in 2010 at constant currency. In the United States, IT spending is forecast to increase by less than 3%.  On a global basis, IDC expects hardware spending to grow by 5% in 2010, while software spending and IT services spending will grow by 2% and 3%, respectively, in constant currency.  

Study Finds Globalization and New Technologies Driving Companies to Seek New Business Models to Increase Efficiency, Competitiveness, Agility and Growth
A combination of intensified globalization brought on by recent turbulence in the global economy and the acceleration of new information technologies is driving companies and governments to look for new business models to meet increased demands for efficiency, competitiveness, short-term agility and long-term growth.  This is one of the key findings of a study released by Accenture at the World Economic Forum.     

Economic Optimism Reaches its Highest Level
Since initiating its year-long study of global talent trends and strategies, Deloitte reveals in its latest research report that economic optimism has reached its highest level among surveyed executives since the study’s inception. According to Deloitte’s December 2009 survey, more than one-third of the 335 surveyed executives now believe the worst of the recession is behind us as companies look to move forward to find the right balance between offensive and defensive talent strategies.

2010 Will be a Good Year for the Contact Center Workforce Optimization (WFO) Market
DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, released its 2009-2010 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report. Data from the report shows 2009 proved to be a good year for the contact center workforce optimization (WFO) market. DMG expects 2010 to start slowly, but a strong fourth quarter will propel 2011 into a recovery year.

Customers Fastidious About Call Center Service
Teleperformance, a provider of outsourced CRM and contact center services, released the results of customer care survey that shows the quality of experience with a company’s customer contact center determines consumer sentiment and brand loyalty.  According to the survey, a single negative experience with a customer call center would likely cause 68% of the respondents to take their business elsewhere.

Worldwide IT Spending To Grow 4.6 Percent in 2010
A slow but steady improvement in the macroeconomic environment in 2010 should support a return to modest growth in overall IT spending, according to Gartner, Inc. Worldwide IT spending will reach $3.4 trillion in 2010, a 4.6 percent increase from 2009. Although modest, this projected growth represents a significant improvement from 2009, when worldwide IT spending declined 4.6 percent.

Survey of Nearly 1,600 CIOs Shows IT Budgets in 2010 to be at 2005 Levels
IT budgets will essentially be flat in 2010, increasing by a weighted global average of 1.3 percent in nominal terms, compared with 2009 levels where IT budgets declined 8.1 percent, according to results from the 2010 CIO survey by Gartner Executive Programs (EXP). 2009 was the most challenging year for IT since the survey began in 1999, and CIOs had faced multiple budget cuts wiping away four years of budget increases, giving CIOs basically the same level of resources as they had in 2005.