Managing Two People Who Hate Each Other
Are Your Employees Getting the Praise They Deserve?
Best Practices for Optimizing Multichannel Support
How CIOs can lead their companyís information business
Is Tech Eroding Consumer Loyalty?
BYOD may be SOP, but it's still a headache for IT
The Trust Agenda
Where Are All the Happy Agents?
Customer Experience: The Rise of Empathy
7 Management Traits That Will Make All Your Employees Quit
Employee Training Needs More than a Script
CIOs Face BYOD Hard Reality: Employees Don't Care
Bringing Business-Led IT Out of the Shadows
A Step-by-Step Guide to Winning the Customer
To Unlock the Full Potential of Voice as Information, Look into the Call Center
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
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!
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.
Verint Identity Authentication Helps Protect Customers, Reduce Customer Effort and Enhance Experiences
RingCentral Adds Cloud Contact Center to its Enterprise Communications Solution
Nearly 80% of CEOs Globally Expect To Increase Hiring Over Next 3 Years
Uncovering The Hidden Profits In Your Contact Center
How to Ensure a Successful IT Modernization
7 Trends Impacting Contact Centers, Customer Service & Customer Experiences