Three Essential Ways to Fix Your Performance Management Approach
How The Wrong People Get Promoted And How To Change It
Creating a Customer Insight Strategy
Training Tenured Agents on New Techniques and Technologies
Why Customer Experience Excellence Requires HR Engagement
Zappos gives employees exit prize if culture change is turnoff
Successful IoT Projects Need Corporate IT Know-How
50 Things You Need to Know About Customer Loyalty
2015 is a Great Year for Contact Centers
The Growing Importance of Managers in Employee Engagement
Ten top reasons why employees resist change
15 Customer Service Tips for 2015
Customer Service vs. KPI Targets
5 Steps to Earning Customer Loyalty
9 Ways to Keep Employees Motivated and Productive During the Holidays
U.S. Enterprise IT Spending to Grow by 6% in 2013
According to the new International Data Corporation (IDC) United States Black Book 4Q12, total IT spending on hardware, software, and IT services across all 15 enterprise industries is forecasted to grow by 6% in 2013, to approximately $474 Billion. Over the last quarter, the U.S economic outlook has been clouded with uncertainties surrounding the fiscal cliff, contracting G.D.P growth, and declining international trade owing to reduced economic activity in the Euro zone. IDC expects the U.S. economy to stabilize in the second half of 2013, leading to moderately strong IT spending growth. Specific industries expected to grow at above-average rates for the coming year include healthcare, which is forecast to grow by more than 8% in 2013, due in part to the need to process and analyze increasing volumes of data from new clinical systems such as EHR. The professional services industry is also expected to grow more than 8%; a high correlation between overall corporate profitability and IT spending by professional services firms suggests robust spending within this industry as corporate profits are forecasted to improve.
2013 Mobile Enterprise Survey Results
Free Report: Tiered Support is Dead!
Managing customer support using tiers, or levels, is not good business. In today’s customer-centric marketplace there is a better way to differentiate and improve the customer experience.Get your copy of the full report here!
Every manager or supervisor in support wants to be effective - and promotable. And there are specific, actionable traits that differentiate best-of-breed support leaders from everyone else. Watch this webinar and hear former support executive and bestselling business author Rich Gallagher in discussing the five best practices that will make you an effective support leader.
In this on-demand webinar, sychotherapist Rich Gallagher, LMFT, a former customer support executive, teaches essential yet fundamental skills you can use to make your support center a stress-free zone. Learn valuale tips for building a stress-free support team and hear what support managers can do for their team’s emotional well-being.
LiveOps Cloud Debuts All New Enterprise Class Contact Center as a Service
BroadSoft Buys Transera to Bolster Cloud Contact Center Offerings
Social Media Customer Service Declines, American Consumers Don’t Know What Good Service Looks Like
Survey: Where Change Management Fails
Top 5 Reasons CRM Fails, And How To Succeed
CEOs seek CIOs with a 'bias for action'