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Service Delivery -- the Value Proposition
IT Contract Negotiation: Five Steps to Success
Is One More Gadget Just Too Many?
IT's Greatest Enemies
Quantifying the Impact of Contact Center Schedule Adherence
The Pros and Cons of Agent Cross-Training
Help Desks Under Siege
To Tweet or Call, That is the Question
Technology May Change, but Support Stays the Same
Increasing First-Call Resolution: Tackling the Challenges of the Top 10 Agent-Driven Repeat Calls
Displays: Screening Your Calls
Five Tips for Maximizing the Effectiveness of Your Quality Monitoring Program
Tech Support Hell: Ways to Avoid It
Contact Centers: Staffing for the Upturn
Worldwide spending on information technologies will continue to feel the effects of the global recession throughout 2010. According to a new forecast from IDC, worldwide IT spending will increase by just 3% in 2010 at constant currency. In the United States, IT spending is forecast to increase by less than 3%. Overall, IDC forecasts that worldwide IT spending will reach $1.48 trillion in 2010, still below the $1.5 trillion recorded in 2008. IDC's forecast of 3% growth in worldwide IT spending is at constant currency, and does not assume future fluctuations in the value of the U.S. dollar or other international currencies over the next 12 months. If the U.S. dollar weakens in 2010, the actual recorded growth of IT spending in US$ may be significantly higher. Measured in U.S. dollars, worldwide IT spending declined by 8% in 2009 due to the stronger value of the dollar compared to 2008. On a global basis, IDC expects hardware spending to grow by 5% in 2010, while software spending and IT services spending will grow by 2% and 3%, respectively, in constant currency. In the hardware segment, worldwide PC spending is forecast to increase by 3% this year, up from the previous forecast of 2% growth, while the forecast for servers, storage, hardcopy peripherals, and network equipment have also been raised. The outlook for software and services spending reflects the lower value of contracts signed in the past year and continued caution toward new project-based spending in mature economies.
2010 Will be a Good Year for the Contact Center Workforce Optimization (WFO) Market
DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, released its 2009-2010 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report. Data from the report shows 2009 proved to be a good year for the contact center workforce optimization (WFO) market. The recession gave many vendors the opportunity to significantly enhance their products, ensuring they would be well-positioned in 2010 and 2011 to meet the needs of highly particular prospects as they begin making technology investments again.
Although contact center WFO revenue dropped by 5.9 percent, from $507.7 million in the first half of 2008 to $477.7 million in the first half of 2009, the contact center WFO market is still ahead of the $447.7 million earned in the first six months of 2007. DMG expects 2010 to start slowly, but a strong fourth quarter will propel 2011 into a recovery year. DMG expects the market to grow by 3 percent in 2010 and 5.5 percent in 2011.
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
Thursday, February 18, 2010 - 11:00am PST/ 2:00pm EST
Customer satisfaction and loyalty are two highly desirable results in a support environment. But which performance factors deliver both? Join us for an interactive Webinar to hear Dave Brown, president of Support Center University explore the difference between customer satisfaction and customer loyalty and explain why both are critical for success. Learn which industry best practices are a must-have for your performance program.
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
Your "worst" customers can sometimes become your best supporters, *if* you and your team know how to handle those critical, moment-of-truth situations faced by every customer support operation. Join communications skills expert and bestselling author Rich Gallagher for a wide ranging, high-content discussion that will give you and your team confidence in handling any customer situation.
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
