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Increasing First-Call Resolution: Tackling the Challenges of the Top 10 Agent-Driven Repeat Calls
Displays: Screening Your Calls
Five Tips for Maximizing the Effectiveness of Your Quality Monitoring Program
Tech Support Hell: Ways to Avoid It
Contact Centers: Staffing for the Upturn
Rebalancing Your IT Staff
Thirteen CIO's Describe Their Biggest Mistakes
Comparing and Contrasting Three Approaches to Home Agent Staffing for Call Centers
The Call Center of the Future
Information Overload
Thriving in 2010: Top 5 Priorities for Contact Center Managers
Four Ways to Ensure Quality of Service Positively Affects Quality of Experience
The Seven Deadly Sins of IT Management
2010 State of the CIO: Today's Focus for IT Departments
During two years of turmoil, the great recession of 2008-2009 brought budget cutting and layoffs across most IT organizations, large and small. But the picture is brightening for IT workers, and Computer Economics' 2010 IT Salary Report finds that IT organizations are budgeting to give the typical IT worker a 1.8% boost in pay. By historical standards, the 1.8% median pay raise is meager. But in light of still-high unemployment rates, the finding indicates IT executives are responding to the need to retain their best workers and boost damaged morale. Computer Economics' previously published report, Outlook for IT Staffing and Spending in 2010, shows that IT organizations plan to increase operational budgets by a median 2% in 2010 and that more than one-third is planning increase staff, restoring some of the positions shed over the past two years. The annual salary study further finds that IT workers in the trenches are among those receiving the highest pay raises, while managers and IT executives, in that order, will get the lowest bumps. Those at the top will need to await a stronger recovery before total compensation levels will grow
Worldwide IT Spending to Grow 3% in 2010
Worldwide spending on information technologies will continue to feel the effects of the global recession throughout 2010. According to a new forecast from IDC, worldwide IT spending will increase by just 3% in 2010 at constant currency. In the United States, IT spending is forecast to increase by less than 3%. Overall, IDC forecasts that worldwide IT spending will reach $1.48 trillion in 2010, still below the $1.5 trillion recorded in 2008. IDC's forecast of 3% growth in worldwide IT spending is at constant currency, and does not assume future fluctuations in the value of the U.S. dollar or other international currencies over the next 12 months. If the U.S. dollar weakens in 2010, the actual recorded growth of IT spending in US$ may be significantly higher. Measured in U.S. dollars, worldwide IT spending declined by 8% in 2009 due to the stronger value of the dollar compared to 2008.
On a global basis, IDC expects hardware spending to grow by 5% in 2010, while software spending and IT services spending will grow by 2% and 3%, respectively, in constant currency. In the hardware segment, worldwide PC spending is forecast to increase by 3% this year, up from the previous forecast of 2% growth, while the forecast for servers, storage, hardcopy peripherals, and network equipment have also been raised. The outlook for software and services spending reflects the lower value of contracts signed in the past year and continued caution toward new project-based spending in mature economies.
Get the results and analysis of a recent survey by SupportIndustry.com on the topic of First Contact Resolution. The survey found that 59.7% of support professionals responding indicated their company currently measures FCR.
Get your copy today>>
Driving Customer Loyalty through Improved Service Performance
Learn how improving First Contact Resolution can directly impact your bottom line!
Customer satisfaction and loyalty are two highly desirable results in a support environment. But which performance factors deliver both? View this interactive Webinar to hear Dave Brown, president of Support Center University explore the difference between customer satisfaction and customer loyalty and explain why both are critical for success. Learn which industry best practices are a must-have for your performance program.
Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support
Your "worst" customers can sometimes become your best supporters, *if* you and your team know how to handle those critical, moment-of-truth situations faced by every customer support operation. View communications skills expert and bestselling author Rich Gallagher for a wide ranging, high-content discussion that will give you and your team confidence in handling any customer situation.
Mar-07-2010
GMT Selected by Three Rivers Federal Credit Union
Mar-07-2010
Survey: CEOs Prioritizing the People Agenda as a Means to Recover and Grow
Mar-07-2010
Business "Value" Metrics are Needed to Gauge Data Management and Governance Success
Mar-07-2010
Three Ways to Reprioritize Your IT Infrastructure Investments in 2010
Mar-07-2010
Keeping Score -- The Right Way
Mar-07-2010
