Supportindustry.com - A complete information resource for senior-level service and support professionals

The Customer Lifetime Value Equation: Will It Pay Off for Tech Companies?
Compromising Service Level for Quality
6 Rules to Help CIOs, CMOs Be Smart Partners
How to Say 'Sorry' to an Angry Customer
Can Employee-Owned Devices Save Companies Money?
The Future of the Call Center Industry
9 Surefire Ways to Destroy Employee Morale
Self-Service IT: Are Users Up for the Task?
Arming the IT Rebels
Empower Contact Center Employees: Give Your External Front Line an Internal Voice
10 IT Shifts in 2012
2012 Trends to Watch: Customer Service
Can You Keep Your IT Staff in 2012?
Riding the Wave of the Customer Service Revolution
CFOs and CIOs: Can We Talk?

Half of US Companies Plan to Increase IT Spending in 2012
Half of US companies plan to invest more on IT resources in 2012 than in 2011, according to a new survey by Nucleus Research. In fact, 10 percent of the companies surveyed are planning an increase of 10 percent or greater. A mere one out of 10 companies plan to decrease spending next year. Nucleus expects to see continued investment in areas including CRM, integration, business intelligence and analytics, and workforce management. Nucleus also identifies ways to improve IT spending, including:

Move applications to the cloud: typical companies can redeploy 15 to 25 percent of their overall IT personnel budget by moving applications to the cloud.

Move custom applications to the bottom of the list: Today commercially-developed and supported applications typically meet at least 80 percent of requirements.

Get real about asset management: 42 percent of companies made unnecessary software or hardware purchases that could have been avoided if they had access to more accurate data about their applications.

Employers Want CIOs to be Strategists or Revolutionaries
Driven by rapid advancements and integrations of new technologies and evolving business needs, the role of the chief information officer (CIO) is shifting from steward to strategist or revolutionary, according to a new Deloitte survey of information technology (IT) executives in the United States. According to the poll, 45 percent of nearly 1,000 IT executives surveyed say their own CIO is viewed as a steward while another 45 percent say their CIO is a strategist. The remaining 10 percent claim their CIO is a revolutionary -- a percentage Deloitte expects to grow as technology continues to change the way business is done.

Among respondents who do not view their CIO as a revolutionary, 66 percent believe that to be a revolutionary CIO requires four critical skills -- industry knowledge, business knowledge, technological experience and staff development. The perception of the CIO within a company contrasts survey respondents' understanding of what IT's primary contribution to an organization should be. A majority (60 percent) of survey respondents think IT should facilitate growth and productivity -- nearly twice as many respondents that believe IT needs to be a competitive advantage (36 percent) for their company.

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!

Web Events
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.

Enkata Utilizes Big Data Technology to Support Rich Analyses of Customer Experience Data
Jan-22-2012
Intelliverse Introduces Cloud Communications Solutions for Contact Centers
Jan-22-2012
Research Shows 86% of U.S. Adults will Pay More for a Better Customer Experience
Jan-22-2012
Survey Shows Flat IT Budgets in 2012, but IT Organizations Must Deliver on Multiple Priorities
Jan-22-2012
The Customer Lifetime Value Equation: Will It Pay Off for Tech Companies?
Jan-22-2012
Compromising Service Level for Quality
Jan-22-2012