![]() IT: It's Not Just About Technical Skills Workforce Management: Three Tips for Managing Agent Schedules during a Downturn The Richest CIOs: CIO Magazine's Annual List of Top Earners On the Prowl for New Ways to Cut Contact Center Costs The Seven Principles of Call Center Budgeting Post-Meltdown Lessons Learned for Call Centers CFOs to CIOs: Get Real The Intelligent Self-Service Imperative for Call Centers How Ritz-Carlton Stays at the Top Moving Your Contact Center Forward Wiki Tools are not All the Same Managing the Relationship between the Call Center and R&D Improve Call Center Agent Productivity and Customer Service Google tries its own take on customer service ![]() The impact of an entrepreneurial CIO is greatest when the need for productivity leverage is greatest, as in the current economic environment, according to Gartner, Inc. Gartner believes that the entrepreneurial CIO is the person who, working jointly with an entrepreneurial CEO or business unit executive, marshals the resources under the command of the IT organization, as well as creatively linking to resources outside of IT, to define and capture new and growing business opportunities. The primary focus of the entrepreneurial CIO is on new-business impact, and that impact is felt in three major ways by the business:
IT Trend Survey Shows Focus on Agility, Speed to Market, and Cost Reduction
![]() Customer support is often viewed through the lens of business processes, metrics, and automation - but today a majority of both customers and employees are still gained or lost as a result of people issues. This SupportIndustry.com survey will examine the state of people issues in customer support today. Five lucky participants will receive a $100 Amazon.com gift certificate. Begin the survey!![]() Driving Customer Loyalty through Improved Service Performance Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support Wednesday, February 24, 2010 - 11:00am PST / 2:00pm EST ![]() Feb-07-2010 Telrex Releases CallRex Agent Evaluation Version 3.9 Feb-07-2010 Worldwide IT Spending to Grow 3% in 2010 Feb-07-2010 Study Finds Globalization and New Technologies Driving Companies to Seek New Business Models to Increase Efficiency, Competitiveness, Agility and Grow Feb-07-2010 Repairing Broken Teams: Moving Beyond Manufactured Teambuilding Feb-07-2010 Service Delivery -- the Value Proposition Feb-07-2010 |