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
10 Questions to Ask When Collecting Customer Data
5 Ways Speech Analytics Can Improve Contact Center Performance
Donít Just Collect Customer Feedback: Listen, Engage and Act
The Critical Few: Components of a Truly Effective Culture
Customer Service Strategy: Deliver Value with Time
14 Must-Read Stats that Emphasize the Customer Experience Imperative
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
Microsoft and Salesforce Unveil New Joint Solutions at Dreamforce 2014
Gartner Identifies the Top 10 Strategic Technology Trends for 2015
Robert Half 2015 Salary Guides Show 3.8 Percent Average Starting Salary Increase In Professional Occupations
Should CSRs Be Paid for Performance?
Buzzword Battle: Omni vs. Multi-Channel