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Welcome Webinar: Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support February 24, 2010 - 2:00pm EST Most customer support teams are good at handling routine transactions. But what about a customer who is threatening to sue you? Or asks to have you fired? Or an employee who got so fed up with IT support that he smashed his laptop and then ran over it? All of these are real situations that support professionals reported in a recent survey sponsored by Supportindustry.com and Parature. This interactive webinar, teaming communications skills expert and bestselling author Rich Gallagher with Parature's VP of Marketing Gary McNeil, looks at how to handle situations like these and more. The open panel discussion format will examine the best practices, tools and technology behind handling your worst-case scenarios.
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February 19, 2009  |
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Verint Systems Expands Workforce Optimization Suite with Acquisition of Iontas
Concurrently, the majority of private companies surveyed (57 percent) reported being affected by reductions in their companies' workforces as a result of the economic crisis. While most employment areas were affected, there was a particular emphasis on middle management and skilled labor. In contrast, of those surveyed, 40 percent reported no layoffs or reductions as a result of strain economic conditions. Despite workforce reductions, 61 percent of Trendsetter CEO’s believe their companies' current workforce is well aligned to business objectives that must be met over the next 12-24 months. Thirty-four percent believe they are only somewhat aligned, and only two percent believe their company is not well aligned. Sixty-one percent believes their organization has the right skills at the management level to effectively lead their company over the next 12-24 months. However, 35 percent believe they will have skill gaps. Interestingly, among the 35 percent of leading private companies that believe they will have to fill in some skills gaps, 82 percent are planning to fill the gap by hiring new talent. Additionally, 68 percent plan to train/develop existing talent, 32 percent plan to redeploy talent and 22 percent plan to use contractors as means to fill skills gaps at their companies. Over the next 12 months, 39 percent of private company CEOs also plan to invest or are currently investing in talent management programs, while approximately 54 percent reported they have no plans to invest. The goal of the talent management programs as highlighted by 88 percent of those currently investing or planning to invest in these programs, is to better capitalize on existing workforces. One-in-five (20 percent) reported their goal is to better position their company from a recruiting perspective as an employee of choice as the economy recovers.
Close to half (47%) say their employers are doing nothing to keep them motivated; just 19 percent are being offered more interesting or challenging assignments, and 14 percent are benefitting from more flexible work hours. Nearly a quarter (24%) of surveyed tech professionals said that they received a bonus last year. But those who didn't reported higher levels - at 42 percent - of dissatisfaction with their compensation, than their rewarded colleagues of which just a quarter (27%) were displeased. Technology salaries are up four percent in Washington, D.C. to $89,014. In fact, technology pros in the Government and Defense sector enjoyed a 4.4 percent average increase -- nearly equal to last year's overall 4.6 percent surge in salaries. Silicon Valley still reigns as one of the top metro areas to work in, with a reported average IT salary of $96,299. New York City reported a 1.5 percent increase in average salaries to $86,710, similar to the wage increase reported nationally in financial services. Continuing to lead the pack in top paid skills is ABAP-- Advanced Business Application Programming ($115,916), followed by SOA -- Service Oriented Architecture ($107,827), and ETL -- Extract Transform and Load ($105,844). Additional findings of the survey include:
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How Smart is Your Smartphone Support? The IT team at NuStar Energy has discovered a must-have tool for supporting widespread mobile users. They now provide smartphone support and training remotely, reducing travel time and increasing first-call resolution and user satisfaction. With LogMeIn Rescue's premium smartphone support capabilities, IT teams can remotely support BlackBerry, WindowsMobile and Symbian OS devices -- plus PCs and Macs -- with one multi-platform tool. It's an easy, secure way to remote control devices -- without pre-installing software. Get the case study and your free trial here...
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| A Five-Point Plan for Retaining Your Best Call Center Agents
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Mojo is the moment when we do something that's purposeful, powerful, and positive and the rest of the world recognizes it. This book is about that moment--and how we can create it in our lives, maintain it, and recapture it when we need it. Executive coach Marshall Goldsmith shares the ways in which to get--and keep--mojo to build a successful business and/or career. Having corporate or personal mojo means controlling three elements: identity (who do you think you are?), achievement (what have you done lately?), and reputation (who do other people think you are, what do other people think you've done lately?). Goldsmith outlines the positive actions leaders must take, with their teams or themselves, to initiate winning streaks and keep them coming. For more information, or to order your copy...
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| White Paper: Best Practices for Coaching Your Support Team to Handle Anything This white paper provides a step-by-step game plan for solving your support agents' worst nightmares, based on the author's experience in successfully "turning around" support performance, as well as current research in the psychology of how we communicate with people. In the process, you will learn how specific, procedural skills -- both for how your agents respond to customers, and how you coach your team -- can change everything about how your interact with customers, in a way that will impact both your support metrics and your bottom line. |
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