The New World of IT Recruiting
Drive Customer-Centric Employee Behavior With Rewards And Recognition
Established Companies, Get Ready for the Collaborative Economy
The Surprising First Jobs Of 10 Famous CEOs
40 Eye-Opening Customer Service Quotes
IT Makeover: Creating an 'Attraction Strategy'
Busting Six Myths About Customer Loyalty Programs
The Six Golden Rules of Customer Experience
Surviving a Conference Call
If You Want More Productive Employees, Learn How To Get Out Of Their Way
Fine Tuning Your Contact Center Through the Use of Innovative Metrics
10 Questions to Ask When Collecting Customer Data
5 Ways Speech Analytics Can Improve Contact Center Performance
Donít Just Collect Customer Feedback: Listen, Engage and Act
The Critical Few: Components of a Truly Effective Culture
Ventana Research Releases Agent Desktop Benchmark Research
Ventana Research has released its latest Benchmark Research, The Unified Agent Desktop and the Customer Experience. The research shows that the primary channel for customer service remains interaction with agents in contact centers. Currently, fewer than half (47%) of participating organizations said that their customers are satisfied with their customer service or how their contact centers handle interactions. This has led nearly three-quarters (74%) of participants to say that improving customer service is very important while just over one-half(53%) feel that improving contact center performance is equally as important. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to resolve conflicts or provide service, they risk the loss of the customerís confidence, or worse the loss of the customer altogether. As technologies continue to advance, the need to implement a unified desktop becomes increasingly more important. Participants hoping to improve response time while enabling customers to communicate through more channels will need to better align their planned technology investments with these goals. Based on the research a unified desktop is currently used in just 28% of participantís contact centers. While 23% plan to implement within the next 12 months, another 23% have no intention of investing in a unified agent desktop.
Research Reveals Major Fault Line Separating the Board Room, Marketing Suite, and Contact Center Threatens Customer Experience
People Issues in Customer Support Survey Results
SupportIndustry.comís latest survey examines the "people" issues that drive customer service operations: how satisfied customers are, how agents feel, how we supervise people and measure performance, and the systems we have in place to train and coach people.Get your copy of the full survey responses here!
The words "customer support" evoke images of smiling, headset-wearing people sitting in front of computer screens, eager to serve you. But we’ve all had support experiences that don’t feel anything like that. When support agents drop the ball, they give their companies a reputation for bad service and make their own job harder. Fortunately, their biggest mistakes are almost always predictable — and avoidable. Join SupportIndustry.com and Rich Gallagher, author and customer service expert, for a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers.
Webinar: Moving Beyond Metrics: Balancing Quality with Quantity
Nuance and TRUSTID Partner
Blackboard Acquires IT Help Desk Provider Perceptis
PC Rebound in Mature Regions Stabilizes Market, But Falls Short of Overall Growth in the Second Quarter of 2014
U.S. CIOs Reveal Hiring Plans For Next Six Months
Google CEO: Fight Unemployment With Job Sharing
Clever New Techniques Airlines Have for Making You Better Appreciate Their Apologies