The Missing Piece of the Customer Experience Puzzle
How the Voice of the Customer Helps the Contact Center Drive the End-to-End Customer Experience
5 Secrets to Dealing With the Comcast Customer Service Rep From Hell
Do Your Employees Use Facebook? You Might Have a Problem
Google CEO: Fight Unemployment With Job Sharing
Clever New Techniques Airlines Have for Making You Better Appreciate Their Apologies
Misleading Metrics in Customer Service Effectiveness
Preparing New Agents for Customer Service Success
10 Things Senior Level Managers Must Know About Contact Centers
The Five Key Things that Matter to the Customer
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?
2013 Mobile Enterprise Survey Results
The 2013 iPass/MobileIron Mobile Enterprise Report tells a story of the rise of BYOD, and with it increased frustration and loss of control by IT, and concern over rising mobile data costs. Highlights from the survey include:
Worldwide IT Spending Forecast to Reach $3.7 Trillion in 2013
People Issues in Customer Support Survey Results
SupportIndustry.com’s 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!
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.
Verint Identity Authentication Helps Protect Customers, Reduce Customer Effort and Enhance Experiences
RingCentral Adds Cloud Contact Center to its Enterprise Communications Solution
Uncovering The Hidden Profits In Your Contact Center
Top 10 CIO Concerns
How Improv Made Me a Better Call Center Agent
14 Experts on the Biggest Customer Service Challenges