SupportIndustry.com - TrendWatch

Forecasting and Scheduling for Contact Center Effectiveness
Horrible Boss Workarounds
The State of Knowledge Management
Incentive Programs for Home Agents
When CRM Stalls: Kicking it Up a Notch
Using Data to Ensure Your Call Center Makes the Most of QA Survey Results
Do Enough IT Professionals Want to Be CIO?
When IT Isn't Strategic, Bad Things Happen
Creating an Integrated Multichannel Strategy
Top 10 CIO Priorities
Four Strategies to Get More Out of IT
Motivation Mistakes Most Leaders Make
The Decision-Making Flaw in Powerful People
Steve Jobs and the Seven Rules of Success
Time to Reinvent IT: CIOs Need New Skills, New Mindset

CIOs Reveal Hiring Projections For Third Quarter: Survey Finds High Confidence in Business Prospects and Planned IT Investments
Technology executives forecast continued information technology (IT) hiring activity in the third quarter of 2011, according to the just-released Robert Half Technology IT Hiring Index and Skills Report. In the latest quarterly survey, 7 percent of chief information officers (CIOs) said they plan to expand their IT departments, and 3 percent expect cutbacks, for a net 4 percent projected increase in hiring. Key findings include:

The net 4 percent increase in anticipated IT hiring activity is down from a net 7 percent projected last quarter. However, executives' confidence in business growth and IT investments is rising.

Eighty-seven percent of CIOs are confident in their companies' growth prospects in the next three months, a seven-point increase from last quarter.

Technical support and networking professionals are in greatest demand right now, according to survey respondents.

Forty-eight percent of CIOs said it's challenging to find skilled professionals today, up five points from the previous quarter.

Worldwide Enterprise Software Revenue to Grow 9.5 Percent in 2011
Worldwide enterprise software revenue is on pace to surpass $267 billion in 2011, a 9.5 percent increase from 2010 revenue of $244 billion, according to Gartner, Inc. The enterprise software market is projected for continued growth in 2012, with revenue forecast to reach $288 billion. Enterprise infrastructure software spending is on pace to a $153.3 billion total in 2011, a 9 percent increase from 2010 revenue of $140.6 billion. The market is led by the operating systems (OS) segment in which revenue is projected to reach $32.6 billion in 2011, followed by database management systems (DBMSs) revenue at $25.5 billion.

Worldwide enterprise application software spending is forecast to total $114.4 billion in 2011, a 10.2 percent increase from 2010 spending of $103.8 billion. Enterprise resource planning (ERP) is the largest segment within the enterprise application software market. ERP revenue is expected to reach $23.3 billion, followed by office suites with $15.7 billion.

2011 Survey Results: How Support Behaviors are Changing for Mobile and Social Media Environments

To gain insight as to how mobile and social media environments are impacting support environments, Supportindustry.com conducted a survey to assess the impact of mobile and social media environments on support, with over 200 responses.

Get the full results!

Your Cast of Characters: Team Building in a Support Center
Your support team is like a family - in every good and bad sense of the word! And understanding its "family" dynamics is often the hidden key to reducing conflict and improving performance. View this webinar as we explore how to understand the interpersonal forces that drive your support team and how to harness its diverse personalities for better performance.

Leading Support Teams: The Mechanics
If you lead a support team, your day-to-day practices as a leader are likely to have the single biggest impact on the morale, turnover and performance of your support team. Hear SupportIndustry.com as we share the many important and, at times, surprising ways that support leaders succeed or fail in fast-paced customer contact environments.

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