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Industry Stats
Worldwide IT Spending to Decline 1.3 Percent in 2015
Worldwide IT spending is set to shrink to $3.66 trillion in 2015, a 1.3 percent decrease from 2014, according to the latest forecast by Gartner, Inc. Gartner said that the rising dollar is chiefly responsible for the slowdown.

The U.S. dollar spending on devices (including PCs, ultramobiles, mobile phones, tablets and printers) for 2015 is forecast to decline 1.2 percent to $685 billion. Spending for all devices in 2015 was revised down partly due to a slowdown in PC purchases in Western Europe, Russia and Japan, countries where local currency has devalued against the dollar. The mobile phone market is not as affected by the currency shifts. Substantial change in the phone mix in emerging markets toward lower-priced smartphones negates price increases of premium phones, resulting in flat phone average selling prices between 2014 and 2015.

Most Organizations Are Preventing Front Line from Delivering the Best Customer Experience Possible
The International Customer Management Institute (ICMI) in partnership with LiveOps released the 2015 report, "Own the Moments! Understanding the Customer Journey." The report reveals that only 53 percent of organizations have a formal customer satisfaction program, and that 74 percent actually admit to preventing their front line from providing the best possible customer experience possible despite the fact that customer engagement and loyalty were identified as important priorities for all respondents.

Additional key findings from the report include:

• 42 percent of contact centers do not investigate the root cause of repeat customer contacts

• Less than 25 percent of organizations have a C-level "customer experience" leader

• The metric of greatest commonality among survey respondents is Abandonment from Queue (68 percent), yet this metric also topped the list of "least effective" metrics.

• Identifying a customer having an issue in real-time and conducting proactive outreach would greatly improve both the one-time customer experience and the full customer journey

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