Meeting Employees Halfway
Getting employee buy-in for your BYOD policies
7 New Faces of the C-suite
Whatís 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'
Busting Six Myths About Customer Loyalty Programs
The Six Golden Rules of Customer Experience
Surviving a Conference Call
If You Want More Productive Employees, Learn How To Get Out Of Their Way
Fine Tuning Your Contact Center Through the Use of Innovative Metrics
Support Metrics Snapshot: How Contact Centers are Performing in 2012
SupportIndustry.com's 2012 Service and Support Metrics survey represented a perfect trifecta: support performance increased overall, as its complexity continued to increase, and as an increasing amount of this support volume continues to migrate to support channels other than the phone. Key findings from the survey include:
Worldwide IT Spending to Grow 6% in 2012, Despite Economic Uncertainty
People Issues in Customer Support Survey Results
SupportIndustry.comís 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!
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.
Webinar: Moving Beyond Metrics: Balancing Quality with Quantity
inContact Continues Workforce Optimization (WFO) Market Momentum with New Cloud SMB Solution
Energisa implements Cisco Unified Contact Center Solution
IT Leaders Will Need to Develop a Stronger Relationship With Marketing
2015 Contact Center Predictions
15 Customer Service Tips for 2015
Customer Service vs. KPI Targets