SupportIndustry.com - TrendWatch

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
Sharpening Your Skills: Managing Teams
Talking Technology: Where Are We Headed?
ITIL Best Practices and Lessons for the New Year
Ten Technologies That Will Rock 2010
The Next Wave of Enterprise Collaboration Technology
Five Tech Tips for Better Service
The Importance of Real-Time Data in the Contact Center
Four Ways to Motivate, Inspire and Engage Agents
Top 10 Best Ways to Scare Off Your Customers
How Cloud Computing Changes IT Organizations

2010 Will be a Good Year for the Contact Center Workforce Optimization (WFO) Market
DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, released its 2009-2010 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report. Data from the report shows 2009 proved to be a good year for the contact center workforce optimization (WFO) market. The recession gave many vendors the opportunity to significantly enhance their products, ensuring they would be well-positioned in 2010 and 2011 to meet the needs of highly particular prospects as they begin making technology investments again.

Although contact center WFO revenue dropped by 5.9 percent, from $507.7 million in the first half of 2008 to $477.7 million in the first half of 2009, the contact center WFO market is still ahead of the $447.7 million earned in the first six months of 2007. DMG expects 2010 to start slowly, but a strong fourth quarter will propel 2011 into a recovery year. DMG expects the market to grow by 3 percent in 2010 and 5.5 percent in 2011.

Customers Fastidious About Call Center Service
Teleperformance, a provider of outsourced CRM and contact center services, released the results of customer care survey that shows the quality of experience with a company’s customer contact center determines consumer sentiment and brand loyalty. According to the survey, a single negative experience with a customer call center would likely cause 68% of the respondents to take their business elsewhere. Over 1000 U.S. adult consumers completed the survey. The survey results also revealed consumers expect excellent service in return for brand loyalty:

87% of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand

51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience

SupportIndustry.com Research Insight: First Contact Resolution

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.

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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.

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12 Principles that Drive Profitable Customer Relationships
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How to Move Your Business to the Cloud
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