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Monday, March 24, 2014. Survey: CIOs Have a New Boss – Customers. With consumers engaging more directly with businesses through mobile and social media, more than 60 percent of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM. The report, entitled “Moving from the Back Office to the Front Lines -. CIO Insights from theGlobal C-suite Study. Institute for Business Value. New Technologies for Engagement. CIOs at outp...

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Monday, March 24, 2014. Survey: CIOs Have a New Boss – Customers. With consumers engaging more directly with businesses through mobile and social media, more than 60 percent of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM. The report, entitled “Moving from the Back Office to the Front Lines -. CIO Insights from theGlobal C-suite Study. Institute for Business Value. New Technologies for Engagement. CIOs at outp...

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SupportIndustry Blog | supportindustry.blogspot.com Reviews

https://supportindustry.blogspot.com

Monday, March 24, 2014. Survey: CIOs Have a New Boss – Customers. With consumers engaging more directly with businesses through mobile and social media, more than 60 percent of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM. The report, entitled “Moving from the Back Office to the Front Lines -. CIO Insights from theGlobal C-suite Study. Institute for Business Value. New Technologies for Engagement. CIOs at outp...

INTERNAL PAGES

supportindustry.blogspot.com

1

SupportIndustry Blog: 11/01/2013 - 12/01/2013

http://supportindustry.blogspot.com/2013_11_01_archive.html

Tuesday, November 19, 2013. World-Class IT Orgs Dramatically Outperform Typical Companies at 15% Less Cost. World-class IT organizations achieve dramatically higher levels of effectiveness, meeting ROI expectations nearly twice as often, and support up to 80 percent higher levels of business process automation, all at 15 percent less cost than typical companies, according to new research from The Hackett Group, Inc. CRMindustry.com and SupportIndustry.com Blogs. Wednesday, November 13, 2013. The$58 billi...

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SupportIndustry Blog: 12/01/2013 - 01/01/2014

http://supportindustry.blogspot.com/2013_12_01_archive.html

Thursday, December 12, 2013. US CIOs Reveal Hiring Plans. The just-released Robert Half TechnologyIT Hiring Forecast and Local Trend R. Shows that 16 percent. Of US chief information officers (CIOs) surveyed recently plan to expand their IT teams in the first half of 2014. This is up 5 points compared to projections from the previous six-month period (July- December 2013. Plan to hire only for open IT roles, 15 percent. Plan to put hiring plans on hold, and 2 percent. In terms of recruiting, 63 percent.

3

SupportIndustry Blog: 04/01/2013 - 05/01/2013

http://supportindustry.blogspot.com/2013_04_01_archive.html

Monday, April 29, 2013. US Tech Market Will Grow by 6.2% in 2013 and 6.8% in 2014. US Tech MarketOutlook For 2013 And 2014: Better Times Ahead. More information on IT spending can be found at. CRMindustry.com and SupportIndustry.com Blogs. Tuesday, April 23, 2013. Big Data, Analytics, and Cloud Drove Enterprise Software Growth in 2012. International Data Corporation (. Released the latest results from the. More information on Enterprise Software and Support can be found at. Thursday, April 18, 2013.

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SupportIndustry Blog: 10/01/2013 - 11/01/2013

http://supportindustry.blogspot.com/2013_10_01_archive.html

Thursday, October 24, 2013. US “Switching Economy” Puts Up To $1.3 Trillion of Revenue Up for Grabs for Companies Offering Superior Customer Experiences. Accenture’s analysis of consumer spending forecasts and switching rates revealed by the survey shows that $1.3 trillion of revenue is being transferred between companies in the U.S., forming a sizeable “switching economy.” The findings are published along with the ninth annual Accenture Global Consumer Pulse Survey. Which measured the experiences of 12,...

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SupportIndustry Blog: Deloitte Releases 5th Annual Tech Trends Report: Top 10 Trends

http://supportindustry.blogspot.com/2014/02/deloitte-releases-5th-annual-tech.html

Thursday, February 20, 2014. Deloitte Releases 5th Annual Tech Trends Report: Top 10 Trends. Th Annual Tech TrendsReport. Examines the changing landscape of technology and how multiple disruptive technology forces are converging on and impacting business today. The study focuses on the next 18-24 months and is divided into two categories – enablers and disruptors. Example of trends that Inspire Disruption. CIO as venture capitalist. CRMindustry.com and SupportIndustry.com Blogs. These blogs are written b...

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SupportIndustry.com - Required Reading - Page#1

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Sign Up For Our Newsletter. Archive - Past Issues. Nicholas J. Webb. The best companies in the world discover what their customers desire- and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave" examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? In his book, Jus...

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SupportIndustry.com - White Papers - Page#1

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Sign Up For Our Newsletter. Archive - Past Issues. The 2012 Service and Support Snapshot: 5 Support Trends That Will Change Your Business in 2012. Supportindustry.com conducted our annual survey examining the state of enterprise customer service and support in November of 2011. The survey found the following:. Renewed growth in support volumes and budgets after a long period of economic stagnation. A decisive shift in support channels. Continued weakness in customer adoption of social media in support.

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SupportIndustry.com White Paper - 2011 Trends in Web-Driven Service and Support

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Sign Up For Our Newsletter. Archive - Past Issues. SupportIndustry.com White Paper:. 2011 Trends in Web-Driven Service and Support. And a lot of action there is. Trending in web-driven service and support delivery in 2011:. Mind Your Own Business. Through 2015, according to a new study from Saugatuck Technology, SaaS-delivered applications will continue to dominate IT spending in the cloud, while PaaS (platform-as-a-service) and IaaS (infrastructure-as-a-service) will be slower to emerge. SaaS is exp...

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SupportIndustry.com - Enterprise Strategies

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Sign Up For Our Newsletter. Archive - Past Issues. 7 Reasons IT Managers Have the Toughest Management Roles. The New Science of Customer Emotions. Tiered Customer Support is Dead, and that s good for business! 16 Customer Service Skills That Drive Every Business. Video Interview Bloopers To Avoid. Top contact center management dos and don'ts. The State of Customer Service Leadership. How to Increase Retention in a Contact Center. Top 5 Benefits of Call Center Speech Analytics. Learn the Five Best Practic...

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SupportIndustry.com Ask The Expert

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Sign Up For Our Newsletter. Archive - Past Issues. Tiered Support is Dead - and that's good for business! By Robert C. Johnson, CEO of TeamSupport. Workforce Optimization Solutions Adapt to Changing Market Needs. By Donna Fluss, DMG Consulting LLC. Buzzword Battle: Omni vs. Multi-Channel. By Donna Fluss, DMG Consulting LLC. Enterprise Servicing Goals for 2014. By Donna Fluss, DMG Consulting LLC. Pay Attention to the Telephone Consumer Protection Act (TCPA) or Pay the Fines. Rebecca L. Morgan, CSP, CMC.

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SupportIndustry.com - Research Documents - Page#1

http://www.supportindustry.com/resctr/rd.php

Sign Up For Our Newsletter. Archive - Past Issues. Worldwide IT Spending Forecast to Reach $2.7 Trillion in 2020. In terms of company size, more than 45% of all IT spending worldwide will come from very large businesses (more than 1,000 employees) while the small office category (the 70-plus million small businesses with 1-9 employees) will provide roughly one quarter of all IT spending throughout the forecast period. Medium (100-499 employees) and large (500-999 employees) business will see the fast...

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SupportIndustry.com - Newsletter Archives

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Sign Up For Our Newsletter. Archive - Past Issues. May 05, 2015. April 14, 2015. March 30, 2015. January 20, 2015. October 15, 2014. September 16, 2014. August 12, 2014. July 15, 2014. June 04, 2014. June 24, 2014. May 19, 2014. April 29, 2014. March 04, 2014. March 11, 2014. March 18, 2014. February 04, 2014. February 11, 2014. February 18, 2014. February 25, 2014. January 14, 2014. January 21, 2014. January 28, 2014.

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SupportIndustry.com - Breaking News - Page#1

http://www.supportindustry.com/resctr/bn.php

Sign Up For Our Newsletter. Archive - Past Issues. New Fenero Web Phone Puts Call Centers in the Cloud. Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite. Aspect Software Announces Workforce Chatbot, Aspect Mila. Numerify expands Analytic Applications Suite to help IT leaders. LiveOps Cloud Debuts All New Enterprise Class Contact Center as a Service.

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supportindustry.blogspot.com

SupportIndustry Blog

Monday, March 24, 2014. Survey: CIOs Have a New Boss – Customers. With consumers engaging more directly with businesses through mobile and social media, more than 60 percent of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM. The report, entitled “Moving from the Back Office to the Front Lines -. CIO Insights from theGlobal C-suite Study. Institute for Business Value. New Technologies for Engagement. CIOs at outp...

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Sign Up For Our Newsletter. Archive - Past Issues. How Improv Made Me a Better Call Center Agent. 14 Experts on the Biggest Customer Service Challenges. 7 Management Lessons From a 7-Time CEO. The Complete Guide To How Every Organization Must Evolve To The Future Of Work. Three Essential Ways to Fix Your Performance Management Approach. How The Wrong People Get Promoted And How To Change It. Creating a Customer Insight Strategy. Training Tenured Agents on New Techniques and Technologies. Understanding th...

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

Sign Up For Our Newsletter. Archive - Past Issues. How Improv Made Me a Better Call Center Agent. 14 Experts on the Biggest Customer Service Challenges. 7 Management Lessons From a 7-Time CEO. The Complete Guide To How Every Organization Must Evolve To The Future Of Work. Three Essential Ways to Fix Your Performance Management Approach. How The Wrong People Get Promoted And How To Change It. Creating a Customer Insight Strategy. Training Tenured Agents on New Techniques and Technologies. Understanding th...

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