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Preparing Employees for Performance Reviews
Making Excellent Service the Norm, not the Exception
Ten Things Every Customer Wants
How to Know When to Hire Internally and When to Look Outside
Contact Center Agent Turnover is a Fact of Life That Must be Tracked and Managed
New Insight into Customer Experience Pain Points – and How to Fix Them
Six Components of a Great Corporate Culture
How IT Leaders Can Empower Teams to Become Decision-Makers
Forecasting for the Future
Linking Operational and VoC Metrics
The 15 Most Important Minutes of the Work Week
11 Profiles in Bad Leadership Behavior
The Metamorphosis of the CIO
Managing Multi-Channels in a Modern Call Center

U.S. Enterprise IT Spending to Grow by 6% in 2013
According to the new International Data Corporation (IDC) United States Black Book 4Q12, total IT spending on hardware, software, and IT services across all 15 enterprise industries is forecasted to grow by 6% in 2013, to approximately $474 Billion. Over the last quarter, the U.S economic outlook has been clouded with uncertainties surrounding the fiscal cliff, contracting G.D.P growth, and declining international trade owing to reduced economic activity in the Euro zone. IDC expects the U.S. economy to stabilize in the second half of 2013, leading to moderately strong IT spending growth.

Specific industries expected to grow at above-average rates for the coming year include healthcare, which is forecast to grow by more than 8% in 2013, due in part to the need to process and analyze increasing volumes of data from new clinical systems such as EHR. The professional services industry is also expected to grow more than 8%; a high correlation between overall corporate profitability and IT spending by professional services firms suggests robust spending within this industry as corporate profits are forecasted to improve.

2013 Mobile Enterprise Survey Results
The 2013 iPass/MobileIron Mobile Enterprise Report tells a story of the rise of BYOD, and with it increased frustration and loss of control by IT, and concern over rising mobile data costs. Highlights from the survey include:

IT departments are becoming more responsive to mobile employee demands. 68 percent of IT managers believed their mobility costs would go up over the next 12 months. The bulk of the increase was attributed to a rise in the number of mobile users and employees’ expanding use of multiple devices.

56 percent of enterprises changed their corporate guidelines within the past year to be more accommodating of employees’ personal devices.

81 percent of companies state they now accommodate personal devices in the office.

54 percent of companies have formalized bring your own device (BYOD) policies. North American companies are more likely than European companies to have formulated policies regarding BYOD. However, more organizations allow BYOD than have policies for it.

At the same time, BYOD is creating new challenges for IT. The top two sources of frustration (out of nine common IT issues) relate to onboarding and supporting personal devices. The fact that onboarding and supporting personal devices beat out even security concerns suggests the significance of the burden IT feels from BYOD.

2012 Service & Support Metrics Survey Results

Supportindustry.com conducts an annual survey examining the state of enterprise customer service and support. This year's survey results showed increasing demand and complexity in support services, strong growth in knowledge management, continued penetration of online support channels, an upward trend in the use of social media, and the maturity of the Cloud and remote support

Get your full copy of the in-depth analysis of this year's trends!

Web Events
Your Worst Service and Support Situations Solved!

Remember that horrible customer service situation you were in? Learn how to handle some of the worst customer situations you can imagine in customer contact environments! Join support industry expert Rich Gallagher, author of The Customer Service Survival Kit, as he demonstrates how to survive and solve those support situations. As a bonus, hear attedees ask Rich to solve their own worst-case scenarios!

The Customer Service Survival Kit: How to Defuse Even the Worst Customer Situations

Hear support industry expert Rich Gallagher discuss how to use the skills of hostage negotiators, crisis counselors and law enforcement professionals to handle your worst customer situations. This interactive webinar celebrated the national release of Rich's new book The Customer Service Survival Kit.

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