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Trouble Looms for Company Websites
The Evolution of Customer Loyalty
The New New CIO Role: Big Changes Ahead
Top Five Ways to Improve Customer Service in the Call Center while Controlling Costs
Selecting a Knowledge Management Tool for Your Contact/Support Center
CFO: IT's New Boss?
14 Tips for a Successful IT Infrastructure Library (ITIL) Implementation
How to Drive Intelligent Customer Conversations
McKinsey on the Future of IT
1,656 Words on Nick Carr's The Shallows
Strategies for Selecting Relevant Key Performance Indicators
Mining the Contact Center for BI Gems
From Deflecting Customers to Embracing Them
Top Three Reasons Why Self-Service Doesn't Cut It
Worldwide enterprise IT spending across all industry markets will grow 2.9 percent in 2010 and surpass $2.4 trillion, according to Gartner, Inc. Analysts said that all industries are continuing to return to growth after a challenging year in 2009, when IT spending by vertical market totaled $2.3 trillion, a 5.9 percent decline from 2008. Gartner recommends that technology and service providers target high-growth industry segments through 2014, as well as undertaking further analysis of large, slow-growth segments for unusual growth opportunities at the subindustry segment level. However, Gartner advised technology providers to exercise caution with regard to the economy and its impacts on enterprise IT markets.
IT Markets Beat Expectations in First Half of 2010, But Double-Dip Recession Might Spoil the Party
IT spending rebounded quickly in the first half of 2010, led by capital spending on new hardware infrastructure as businesses, governments, and consumers took advantage of a stabilized economy to work off pent-up demand for new PCs, servers, storage, and network equipment. Emerging markets led the way, with the economic recovery driving a new wave of intense IT investment in countries such as China, India, Brazil, and Russia. As a result, the International Data Corporation (IDC) has raised its projection for annual IT spending in 2010 to $1.51 trillion, representing growth of 6% in constant currency. Hardware spending will increase by 11% to $624 million, while software and services spending is set to rise by 4% and 2% respectively.
Amongst mature economies, the U.S. is set to record IT market growth of 5% this year, recovering from the 4% plunge in 2009. Western Europe, where economic recovery has been slower to materialize, is expected to post IT spending growth of 3% in constant currency, while Japan is on course for growth of 0.5%. The real strength of the IT rebound has materialized in emerging markets, however. Growth in China this year is now expected to reach 21% in constant currency, while other fast-growing IT markets include India (13%), Brazil (14%), and Russia (17%).
As mobility, online communities and social networks collide with globalization, support organizations find themselves in the eye of the storm. This white paper discusses the eight megatrends transforming customer support organizations today, and best practices to make the most of the unique opportunities each megatrend presents.
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Measuring and Managing First Contact Resolution: Challenges & Techniques
First contact resolution, or FCR, is the key to superior support and operational efficiency for an organization. Get it right, and you win with customers, but get it wrong and it wreaks havoc across the company. So how do you effectively measure and manage this crucial metric in order to grow your success? Learn why FCR should be a top priority and how to accurately assess and measure it.
How to Give GR8 Service & Have Your Followers ‘Like’ You in All Social Channels
Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity. This webinar will show you how to leverage social media for better service if you're new to it, and how to sharpen your virtual service image if you're an old pro.
Sep-05-2010
Intel to Buy Security Software Maker McAfee for $7.68 Billion
Sep-05-2010
Gartner Highlights Four Myths Surrounding IT Self-Service
Sep-05-2010
Optimism Among Private Company CEOs Dips Slightly in the Face of Regulatory, Political, and Economic Uncertainty
Sep-05-2010
The (Better) Future of Tech Support
Sep-05-2010
Trouble Looms for Company Websites
Sep-05-2010
