Five Tips to Keep Remote Agents Engaged
CIOs Must Put Customers First in Business Technology Decisions
Should CSRs Be Paid for Performance?
Buzzword Battle: Omni vs. Multi-Channel
5 Tips For Creating a GREAT Customer Service Call Center Culture
IT Leaders Aren't All Coming From Tech
5 Ways Not Using Speech Analytics is Affecting Your Contact Center
CIOs Rack Up Millions in Incentives
Metrics: Do They Accomplish What You Want?
Why Is Customer Disservice Becoming the Norm and What Can We Do About It?
6 Eye-Opening Employee Engagement Statistics
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
Worldwide IT Spending Forecast to Reach $3.7 Trillion in 2013
Worldwide IT spending is projected to total $3.7 trillion in 2013, a 4.2 percent increase from 2012 spending of $3.6 trillion, according to the latest forecast by Gartner, Inc. The 2013 outlook for IT spending growth in U.S. dollars has been revised upward from 3.8 percent in the 3Q12 forecast. Gartner analysts said much of this spending increase is the result from projected gains in the value of foreign currencies versus the dollar. When measured in constant dollars, 2013 spending growth is forecast to be 3.9 percent. Worldwide enterprise software spending is forecast to total $296 billion in 2013, a 6.4 percent increase from 2012. This segment will be driven by key markets such as security, storage management and customer relationship management; however, beginning in 2014, markets aligned to big data and other information management initiatives, such as enterprise content management, data integration tools, and data quality tools will begin to see increased levels of investment.
Ventana Research Releases Agent Desktop Benchmark Research
Free Report: Tiered Support is Dead!
Managing customer support using tiers, or levels, is not good business. In todayís customer-centric marketplace there is a better way to differentiate and improve the customer experience.Get your copy of the full report 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.
LiveOps Cloud Debuts All New Enterprise Class Contact Center as a Service
BroadSoft Buys Transera to Bolster Cloud Contact Center Offerings
Social Media Customer Service Declines, American Consumers Donít Know What Good Service Looks Like
Survey: Where Change Management Fails
Top 5 Reasons CRM Fails, And How To Succeed
CEOs seek CIOs with a 'bias for action'