SupportIndustry.com - Technology

How To Turn Around a Team
The 5 Musts for Optimizing Multichannel Customer Service
10 Social Networking Tips For CIOs
Do Your Customer Experience Initiatives Have These Flaws?
Using "The Power of Small Wins" to Reduce New-Hire Agent Turnover
CIOs Reveal Risks and Strategies in Enterprise Mobile Solutions
Why Your Board of Directors Can't Sleep on IT
Empathy Is Critical For Contact Center Agents
Customer Dissatisfaction -- Busting Myths and Finding What Really Drives It
Engaging Call Center Agents Through Recognition
Unwiring the Enterprise: Are You Ready to Lose Control?
Why Don't We Let Customer Service Agents Actually Think?
Customer Experience Is Now a Strategic Priority
CIOs, CTOs Shed Yet More Techie Credibility
10 Ways to Rearchitect Your Contact Center

What Makes CIOs Toss and Turn at Night? IT Security Among Top Tech Concerns
The tech world never sleeps and, apparently, CIOs don't get much rest either. According to The CIO Insomnia Project, a recently released research initiative from Robert Half Technology, nearly one-quarter (24 percent) of CIOs cited data security as the primary worry keeping them up at night, followed by hardware and/or operating systems upgrades, with 13 percent of the response. Other findings include:

65% of CIOs estimate the average company experiences three or more IT security breaches per year.

As the economy improves, 37% of CIOs plan to implement hardware or software upgrades.

63% of CIOs said understaffing at least somewhat affects their companies' ability to implement innovative technologies.

34% of CIOs are at least somewhat concerned about losing top IT performers to other job opportunities in the next year.

Worldwide IT Spending Is on Pace to Grow 7.1 Percent in 2011
Worldwide IT spending is on pace to grow 7.1 percent in 2011, according to the latest quarterly spending outlook by Gartner, Inc. Analysts have revised overall IT forecast spending growth in U.S. dollar terms, up from their first quarter update, when they projected 5.6 percent growth for 2011. Global IT services is forecast to reach $846 billion in 2011, a 6.6 percent increase from 2010. The computing and hardware segment is poised for the strongest growth with spending forecast to grow 11.7 percent in 2011.

The migration to public cloud services is currently one of the hottest topics in IT, and Gartner's latest forecast found that spending in this area is projected to grow four times faster than spending on overall IT. Worldwide public cloud services spending is forecast to total $89 billion in 2011, up from $74 billion in 2010. The market is forecast to reach $177 billion by 2015. However, to put this growth in context, Gartner analysts said public cloud services spending was only about 2 percent of global IT spending in 2010, and by 2015 the level of spending on public cloud services will be less than 5 percent of the total spent on IT overall.

2011 Survey Results: How Support Behaviors are Changing for Mobile and Social Media Environments

To gain insight as to how mobile and social media environments are impacting support environments, Supportindustry.com conducted a survey to assess the impact of mobile and social media environments on support, with over 200 responses.

Get the full results!

Your Cast of Characters: Team Building in a Support Center
Your support team is like a family - in every good and bad sense of the word! And understanding its "family" dynamics is often the hidden key to reducing conflict and improving performance. View this webinar as we explore how to understand the interpersonal forces that drive your support team and how to harness its diverse personalities for better performance.

Leading Support Teams: The Mechanics
If you lead a support team, your day-to-day practices as a leader are likely to have the single biggest impact on the morale, turnover and performance of your support team. Hear SupportIndustry.com as we share the many important and, at times, surprising ways that support leaders succeed or fail in fast-paced customer contact environments.

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