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Four Ways to Motivate, Inspire and Engage Agents
Top 10 Best Ways to Scare Off Your Customers
How Cloud Computing Changes IT Organizations
What to Expect in 2010 [Contact Center]
Call Center Buying Habits that Work
The Best CIOs are Two-Faced
Training Virtual Agents - It's a Different Dynamic. Or Is It?
Combining Quality Monitoring and Customer Satisfaction in the Call Center
Please Give Us a 'Highly Satisfied' Rating!?!
Incentives Vs. Recognition: How Do You Get Your Workers Engaged Again?
IT Budgets: Flat Chance
Employee-Customer-Employee: Closing the Feedback Loop
The Promise (and Perils) of Open Collaboration
Social Media like Twitter Change Customer Service
IT budgets will essentially be flat in 2010, increasing by a weighted global average of 1.3 percent in nominal terms, compared with 2009 levels where IT budgets declined 8.1 percent, according to results from the 2010 CIO survey by Gartner Executive Programs (EXP). 2009 was the most challenging year for IT since the survey began in 1999, and CIOs had faced multiple budget cuts wiping away four years of budget increases, giving CIOs basically the same level of resources as they had in 2005. While there are some signs of recovery in the 2010 projections, these will not overcome last year's cuts. Business expectations are shifting from a focus on greater cost-based efficiencies, to achieving better results based on enterprise and IT productivity. These productivity gains will come from collaborative and innovative solutions that take advantage of the new "lighter-weight" services-based and social media technologies, including virtualization, cloud computing and Web 2.0 social computing. This transition can be seen in the top 10 technology priorities for CIOs in 2010 where business intelligence, the No. 1 technology the past five years, dropped to the No. 5 priority.
IT Spending To Rebound In 2010
After a dismal performance in 2009, the technology sector will see a recovery in 2010 as businesses and governments in the US and around the world begin spending again on information technology, according to a new report by Forrester Research, Inc. After declining 8.2 percent in 2009, US IT spending will grow 6.6 percent in 2010 to $568 billion. Global IT spending, which dropped 8.9 percent last year, will rise 8.1 percent in 2010 to more than $1.6 trillion. Software and computer hardware will see the greatest growth, as Forrester forecasts a new multi-year cycle of technology investment growth and innovation defined by Smart Computing.
With regard to sector growth, hardware and software will lead the charge. Measured in US dollars, global purchases of computer equipment will be up 8.2 percent, communications equipment buying will rise by 7.6 percent, software spending will increase by 9.7 percent, purchases of IT consulting and systems integration services will grow by 6.8 percent, and IT outsourcing services will be 7.1 percent higher.
Customer support is often viewed through the lens of business processes, metrics, and automation - but today a majority of both customers and employees are still gained or lost as a result of people issues. This SupportIndustry.com survey will examine the state of people issues in customer support today. Five lucky participants will receive a $100 Amazon.com gift certificate.
Begin the survey!
Driving Customer Loyalty through Improved Service Performance
Thursday, February 18, 2010 - 11:00am PST/ 2:00pm EST
Customer satisfaction and loyalty are two highly desirable results in a support environment. But which performance factors deliver both? Join us for an 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
Wednesday, February 24, 2010 - 11:00am PST / 2:00pm EST
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. Join 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.
Feb-07-2010
Telrex Releases CallRex Agent Evaluation Version 3.9
Feb-07-2010
Worldwide IT Spending to Grow 3% in 2010
Feb-07-2010
Study Finds Globalization and New Technologies Driving Companies to Seek New Business Models to Increase Efficiency, Competitiveness, Agility and Grow
Feb-07-2010
Repairing Broken Teams: Moving Beyond Manufactured Teambuilding
Feb-07-2010
Service Delivery -- the Value Proposition
Feb-07-2010
