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Call Center Agents' Behavior Should be Focus -- not Clunky Metrics
Declining Employee Loyalty: A Casualty of the New Workplace
How to Get Feedback When You're the Boss
How To Lose Your Best IT Employees
Learn How to Handle Irate Customers
Making Customers the Object of Devotion
Go From a Cost Center to a Profit Center
When Choosing a Job, Culture Matters
CEO Guide to Customer Experience Technology
The Upside of Shadow IT
Turn Your Company into a Customer Platform
Use the Voice of the Customer as Your Ticket to the Future
7 Tips for Managing Virtual Teams
Great Customer Service Starts with Empathy
A study released by Randstad Technologies and Technisource shows IT employees tend to be engaged at work and loyal to their organizations, yet over half (53 percent) plan to explore other employment options when the job market picks up. Key findings:
US Tech Market Will Grow By 7.5% In 2012, 8.3% In 2013
With the US economy showing signs of improvement, the US tech market has been rejuvenated, according to a new US tech market forecast from Forrester, which is forecasting US tech market growth of 7.5% in 2012. This is up from the 6.6% growth projected in November 2011. For 2013, Forrester is forecasting 8.3% growth. Including telecom services, business and government spending on information and communications technology (ICT) will increase by 7.1% in 2012 and 7.4% in 2013.
The lead tech growth category will shift from computer equipment in 2011 to software in 2012 and 2013. Software growth will occur across all categories, but software-as-a-service (SaaS) applications, general business intelligence products, and specialized analytical tools will have the strongest growth. These products will help push total software sales growth up to 11.4% in 2012 and 12% in 2013.
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The "Quality Support Start": A New Approach to Metrics and Performance Management
Thurs, May 24, 2012 10:00am PT / 1:00pm ET
Metrics are a tremendous challenge for any support manager. Focus too much on the wrong metrics, and you get micromanaged employees who feel treated like children – and customers who get short shrift as employees try to "make their numbers." But focus too little on performance, and your support team feels like a university without any grades. What can you do? Join SupportIndustry.com to learn a fresh perspective on metrics that will change the way you measure support performance, including the "quality support start."
Coaching Your Support Team with Strength-Based Communication
How you coach your employees is probably the single biggest factor in your team's success. It affects how people learn, grow and buy in to your objectives. Join SupportIndustry.com for a new, bold, effective approach to coaching your team. We will demonstrate the techniques of strength-based communication, a method that is sweeping athletic coaching, business and other areas of team management.
May-20-2012
Aspect Introduces Cloud-Based Customer Interaction Capabilities
May-20-2012
CIOs Indicate a Return to Growth and a Change in Priorities Creates New Skills Challenges
May-20-2012
Mid-Market Executives Focus on Moving Forward During Uncertain Economic Recovery
May-20-2012
10 Predictions for what the CIO Role will Look Like in 2020
May-20-2012
Call Center Agents' Behavior Should be Focus -- not Clunky Metrics
May-20-2012
