How to Write a Job Description That Attracts Top IT Talent
Establishing a Culture That Supports Distributed Teams
Top Ten Competencies of the Modern CIO
Managing Two People Who Hate Each Other
Are Your Employees Getting the Praise They Deserve?
Best Practices for Optimizing Multichannel Support
How CIOs can lead their companyís information business
Is Tech Eroding Consumer Loyalty?
BYOD may be SOP, but it's still a headache for IT
The Trust Agenda
Where Are All the Happy Agents?
Customer Experience: The Rise of Empathy
7 Management Traits That Will Make All Your Employees Quit
Employee Training Needs More than a Script
CIOs Face BYOD Hard Reality: Employees Don't Care
Worldwide IT Spending Forecast to Reach $3.7 Trillion in 2013
Worldwide IT spending is projected to total $3.7 trillion in 2013, a 4.2 percent increase from 2012 spending of $3.6 trillion, according to the latest forecast by Gartner, Inc. The 2013 outlook for IT spending growth in U.S. dollars has been revised upward from 3.8 percent in the 3Q12 forecast. Gartner analysts said much of this spending increase is the result from projected gains in the value of foreign currencies versus the dollar. When measured in constant dollars, 2013 spending growth is forecast to be 3.9 percent. Worldwide enterprise software spending is forecast to total $296 billion in 2013, a 6.4 percent increase from 2012. This segment will be driven by key markets such as security, storage management and customer relationship management; however, beginning in 2014, markets aligned to big data and other information management initiatives, such as enterprise content management, data integration tools, and data quality tools will begin to see increased levels of investment.
Ventana Research Releases Agent Desktop Benchmark Research
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!
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.
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. Listen as Rich Gallagher, author and customer service expert, takes you on a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers, and how to to fix them.
Kodak Alaris Info Insight Speeds Call Center Response
Sonus and Numonix Team to Deliver Enhanced Customer Service Experience
Most Organizations Are Preventing Front Line from Delivering the Best Customer Experience Possible
Gartner Survey of More Than 2,800 CIOs Underlines Regional Differences Between CIOs
Successful IoT Projects Need Corporate IT Know-How
50 Things You Need to Know About Customer Loyalty