Bringing Business-Led IT Out of the Shadows
A Step-by-Step Guide to Winning the Customer
To Unlock the Full Potential of Voice as Information, Look into the Call Center
The Seven Skills You Need to Thrive in the C-Suite
Employee-Centered Leadership vs. Customer-Centered Leadership: Which Path Is More Profitable?
Meeting Employees Halfway
Getting employee buy-in for your BYOD policies
7 New Faces of the C-suite
What’s the Next Big Thing in Customer Experience?
The New World of IT Recruiting
Drive Customer-Centric Employee Behavior With Rewards And Recognition
Established Companies, Get Ready for the Collaborative Economy
The Surprising First Jobs Of 10 Famous CEOs
40 Eye-Opening Customer Service Quotes
IT Makeover: Creating an 'Attraction Strategy'
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:
Support Metrics Snapshot: How Contact Centers are Performing in 2012
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!
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