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

Supportindustry.com provides senior level service and support professionals direct access to the most relevant information on how to deliver exceptional customer service.

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Supportindustry.com - A complete information resource for senior-level service and support professionals | supportindustry.com Reviews
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Supportindustry.com provides senior level service and support professionals direct access to the most relevant information on how to deliver exceptional customer service.
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Supportindustry.com - A complete information resource for senior-level service and support professionals | supportindustry.com Reviews

https://supportindustry.com

Supportindustry.com provides senior level service and support professionals direct access to the most relevant information on how to deliver exceptional customer service.

INTERNAL PAGES

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1

supportindustry.com - e.Newsletter - August 2016

http://www.supportindustry.com/newsletter/index.htm

Learn Three Key Elements of Data Quality Excellence. Do you know how much bad data is costing your company? O the Data Warehouse Institute, bad data costs US businesses over $611 BILLION annually. The reality is that no matter how contact data is generated and entered, some of it will be inaccurate, incomplete or fraudulent. And learn the essential components of data quality and the direct impact bad data has on your organization. Get your copy of the white paper today! Click here for more Top Headlines.

2

SupportIndustry.com Ask The Expert

http://www.supportindustry.com/asktheexpert/index.htm

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.

3

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

http://www.supportindustry.com/whitepaper/index.htm

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...

4

SupportIndustry.com - Newsletter Archives

http://www.supportindustry.com/newsletter/archive.htm

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.

5

SupportIndustry.com Featured Content - A Practical Approach to Setting Speed of Answer Goals

http://www.supportindustry.com/asktheexpert/speedtoanswer.htm

A Practical Approach to Setting Speed of Answer Goals. By Penny Reynolds, Founding Partner, The Call Center School. A recent survey performed by the Society of Workforce Planning Professionals (www.SWPP.org) asked various questions related to setting service and speed of answer goals. Some of the more surprising results of that study showed that:. A large percentage of centers base their service goal on an “industry standard.”. This article will explore the wisdom and/or risks of these service practices.

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LINKS TO THIS WEBSITE

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Direct Marketing at the Internet

http://www.folden.info/directmarketing.shtml

Information on CRM, Email and Newsletter Marketing. Direct Marketing, CRM. Http:/ www.directmag.com/. Information, Data Analysis. Http:/ www.dmreview.com/. Http:/ www.dmnews.com/. Marketing 1to1, Peppers and Rogers Group. Http:/ www.1to1.com/. Http:/ www.targetonline.com/. Directory of Direct Marketing Service Providers. CRM, Customer Relationship Marketing. CRM, Email Marketing. Http:/ crm.ittoolbox.com/. Http:/ www.searchcrm.com/. Http:/ www.crmdirectory.com/. Http:/ www.crmcommunity.com/.

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Help Desk., IT and Support Center Valuable Links and Resources

http://www.optimalconnections.com/resources.htm

Optimal Connections, LLC. Download the Flash player at www.macromedia.com. Bringing You Closer To Your Customers. From the HDI 2005 Annual Conference. How to Market the Value of Your Support. 7 Steps to Exceptional Customer Service. HDI has just published a new Focus Book authored by Paul M. Dooley:. Building a Web Support Portal. Visit HDI's bookstore to order. Sept 9, 2008. On Effective Web Support! Helpdesk, IT and Support Center Resources. AXELOS web site: http:/ www.axelos.com/. Easy-to-Use Financia...

supportindustry.blogspot.com supportindustry.blogspot.com

SupportIndustry Blog: 09/01/2013 - 10/01/2013

http://supportindustry.blogspot.com/2013_09_01_archive.html

Thursday, September 26, 2013. Survey Shows Majority of Tech Executives Planning for Cyber Security Attacks. Financial partner to the innovation sector, found the majority of technology and healthcare companies view cyber security as a serious threat to both their data and business continuity, and only one-third are completely confident in the security of their information in. Of more than 200 technology company executives. Forty-six percent of companies, whose main offering is not security, include cyber...

supportindustry.blogspot.com supportindustry.blogspot.com

SupportIndustry Blog: 07/01/2013 - 08/01/2013

http://supportindustry.blogspot.com/2013_07_01_archive.html

Wednesday, July 31, 2013. Survey Highlights Opportunities for Service Organizations to Better Engage Employees. Announced that a benchmark study. On trends and best practices in frontline performance management indicates that a majority of companies do not use collaboration and gamification to improve employee engagement. Only 12 percent of companies actively solicit ideas from frontline employees, and less than one third set daily or weekly performance goals. According to the NICE study:. More informati...

supportindustry.blogspot.com supportindustry.blogspot.com

SupportIndustry Blog: 08/01/2013 - 09/01/2013

http://supportindustry.blogspot.com/2013_08_01_archive.html

Thursday, August 22, 2013. Finding Capable Employees Is Greatest Management Hurdle for Small Businesses. When it comes to running a successful business, finding a highly skilled team of employees is crucial. But it isn't always easy. In a. Recent survey by RobertHalf. Small business owners and managers were asked, "Which one of the following is your company's greatest challenge when it comes to hiring and managing staff? Finding skilled workers - 60%. Maintaining employee morale and productivity - 19%.

supportindustry.blogspot.com supportindustry.blogspot.com

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...

supportindustry.blogspot.com supportindustry.blogspot.com

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.

supportindustry.blogspot.com supportindustry.blogspot.com

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,...

supportindustry.blogspot.com supportindustry.blogspot.com

SupportIndustry Blog: 03/01/2014 - 04/01/2014

http://supportindustry.blogspot.com/2014_03_01_archive.html

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...

supportindustry.blogspot.com supportindustry.blogspot.com

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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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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