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

12 Principles that Drive Profitable Customer Relationships
How to Move Your Business to the Cloud
Partner or Vendor: You Make the Choice
A New CIO-CFO Partnership
Why Businesses Still Hate Enterprise Software
Three Ways to Reprioritize Your IT Infrastructure Investments in 2010
Keeping Score -- The Right Way
Best Practices in Multichannel Management
Improve Retention in the Contact Center
Three Strategies for Satisfying Customers in the Wake of a Product Safety Recall
Putting a Face to a Name: The Art of Motivating Employees
Uncovering the True Impact of SaaS
Well-managed Chat can Elevate the Online Customer Experience -- and the Bottom Line
How IT Gap Analysis can be the First Step to ITIL Success
Exposing Value with Metrics

CIOs Forecast Increase in Second-Quarter IT Hiring
Chief information officers (CIOs) expect an uptick in hiring in the second quarter, according to the latest Robert Half Technology IT Hiring Index and Skills Report. Nine percent of technology executives plan to hire additional IT staff and 4 percent anticipate personnel reductions. The net 5 percent increase is up two points from the first quarter's forecast and three points higher than the year-ago projection. Key findings include:

Nearly 80 percent of technology executives are confident in their companies' prospects for growth in the second quarter.

The net 5 percent increase in hiring activity that is forecast marks the second consecutive quarter in which hiring expectations have risen.

Recruitment and retention are emerging as concerns for IT executives.

CIOs in the nation's central regions - West South Central(1), West North Central(2) and East North Central(3) - forecast the strongest IT hiring activity.

Survey Finds Call Centers Ready to Invest in 2010
According to a new survey by Knowlagent, for the first time in many months -- call centers are looking ahead, exiting survival mode and focusing on how they will gain a competitive advantage by improving customer service and satisfaction levels in a post-recession environment. The majority of respondents said they had no plans to reduce headcount or slash budgets in 2010. Instead, they plan to do more with what they already have or make additional investments with high discretion.

Because call centers continue to be the frontline of customer support and satisfaction, companies are looking for creative ways in 2010 to make them more effective and productive. Technology, process improvements and increased training are top areas of investment, according to the survey. Some 55 percent of respondents said they plan to increase training frequency in 2010 and 54 percent said they will increase coaching. Forty-four percent said they plan to increase agent communication or at least maintain the frequency of communications.

SupportIndustry.com Research Insight: First Contact Resolution

Get the results and analysis of a recent survey by SupportIndustry.com on the topic of First Contact Resolution. The survey found that 59.7% of support professionals responding indicated their company currently measures FCR.

Get your copy today>>

Driving Customer Loyalty through Improved Service Performance

Learn how improving First Contact Resolution can directly impact your bottom line!
Customer satisfaction and loyalty are two highly desirable results in a support environment. But which performance factors deliver both? View this 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

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. View 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.

American Airlines Leverages NICE Interaction Analytics
Mar-13-2010
CA Agrees to Buy Nimsoft for $350 Million in Cash
Mar-13-2010
Survey Reveals 38% of IT Managers Ignoring Web 2.0 Risks
Mar-13-2010
Demand for Pay-per-Use Software Pricing will Force a Reassessment of the Industry's Value Framework
Mar-13-2010
12 Principles that Drive Profitable Customer Relationships
Mar-13-2010
How to Move Your Business to the Cloud
Mar-13-2010