SupportIndustry.com - Technology

Why a Botched IT Project will Destroy a Major Corporation in the Near Future
Treating Employees as Customers
Don't Irritate Your Customers
First Minutes are Critical in New-Employee Orientation
The Six Sources of B2B Customer Expectations
Five Must-Watch Performance Measures for Contact Centers
Tips for Keeping IT Projects Under Control
Are Your Customers Getting The Love They Deserve?
4 Reasons Customers Leave and What You Can Do About It
3 Ingredients for Building Effective Teams
Apps: The New Corporate Cost-Cutting Tool
How to Avoid BYOD Disasters
Managing IT is a Conflict of Interest for CFOs
5 Steps to Creating Your Own Company Culture
Well-Tailored IT

Research Reveals Major Fault Line Separating the Board Room, Marketing Suite, and Contact Center Threatens Customer Experience
New research reveals critical areas where organizations are falling short in addressing today’s growing expectations and demands for smart customer service. The study identified a number of key challenges that threaten organizations ability to provide “smart” customer service. These include:

Companies are using new channels to support customer engagement, but they don’t understand how and why customers are using those channels.

Customer service and the contact center are still not viewed as having strategic importance.

Marketing and customer service investment decisions remain siloed, at the expense of the customer experience.

Support Metrics Snapshot: How Contact Centers are Performing in 2012
SupportIndustry.com's 2012 Service and Support Metrics survey represented a perfect trifecta: support performance increased overall, as its complexity continued to increase, and as an increasing amount of this support volume continues to migrate to support channels other than the phone. Key findings from the survey include:

Average speed to answer for phone-based support: A whopping 70.2% answer the phone in 30 seconds or less, nearly double 2011's rate of 37%. At the other end of the spectrum, 7.9% wait more than a minute - less than a third of 2011's rate of 22.8%, but more than twice the 3.2% in 2009.

Average speed to answer for e-mail support: Nearly a third of respondents (30.6%) answer e-mails within one hour, and over three-quarters (75.1%) respond within six hours. Just two respondents (1.9%) state that they take over 24 hours to respond.

Average hold time: 65.3% of respondents have hold times of a minute or less, slightly more than 2011's figures of 58%. The percentage of those with no hold time at holds steady at 21.9% this year, while 79.9% pick up within two minutes.

2012 Service & Support Metrics Survey Results

Supportindustry.com conducts an annual survey examining the state of enterprise customer service and support. This year's survey results showed increasing demand and complexity in support services, strong growth in knowledge management, continued penetration of online support channels, an upward trend in the use of social media, and the maturity of the Cloud and remote support

Get your full copy of the in-depth analysis of this year's trends!

Your Worst Service and Support Situations Solved!

Remember that horrible customer service situation you were in? Learn how to handle some of the worst customer situations you can imagine in customer contact environments! Join support industry expert Rich Gallagher, author of The Customer Service Survival Kit, as he demonstrates how to survive and solve those support situations. As a bonus, hear attedees ask Rich to solve their own worst-case scenarios!

The Customer Service Survival Kit: How to Defuse Even the Worst Customer Situations

Hear support industry expert Rich Gallagher discuss how to use the skills of hostage negotiators, crisis counselors and law enforcement professionals to handle your worst customer situations. This interactive webinar celebrated the national release of Rich's new book The Customer Service Survival Kit.

CallCopy Introduces Insight Performance Management Application
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Verint Extends Voice of the Customer Analytics Leadership Portfolio with Mobile, Enterprise Feedback Management Enhancements
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Lower Expectations for IT Spending as Sequester & Global Economic Uncertainty Impact Business Confidence
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New Engagement Survey Metric Uncovers More Risk For Employers Who Want To Keep Their Top Performers
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CFO Strengths Often Underused on IT Projects
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Preparing Employees for Performance Reviews
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