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Welcome Winning the Service Trifecta! Happy Customers, Lower Cost and Improved Visibility Many service organizations are required to quickly 'triage' a customer's issue, request or question and either resolve it on first contact or escalate it blindly to back-office resources. By focusing on what's important to your customer, such as speed and accuracy, you can drive operational efficiencies and increase customer satisfaction. This SupportIndustry.com webinar presents the business case for creating a customer-centric service delivery model. Attend this webinar to:
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April 16, 2010  |
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| Enkata Unveils Activity Tracker, a Data Capture Breakthrough for Analytics
In the first two months of 2010, IT employment grew by more than 18,000 jobs. In March, the number of IT positions dipped by 1,800, representing a 0.05 percent decrease from the February level of 3,829,100 technology jobs.
CEOs' assessment of current economic conditions is slightly less favorable, with 71 percent stating conditions have improved compared to six months ago, down from 75 percent last quarter. However, in assessing their own industries, business leaders' attitudes improved, with 59 percent claiming conditions are now better, compared with 54 percent last quarter. Looking ahead six months, CEOs are slightly less optimistic. Approximately 52 percent of business leaders expect economic conditions to improve in the next six months, down from 58 percent last quarter. Expectations for their own industries are also less optimistic, with 42 percent of CEOs anticipating an improvement in the months ahead, down from 45 percent last quarter. More than 30 percent of CEOs anticipate an increase in employment levels in their industry, up significantly from less than 3 percent a year ago. The proportion of CEOs who anticipate a decrease in hiring plummeted to 22 percent from 86 percent a year ago. On a separate question, regulation and litigation are major obstacles to hiring new workers. Health care costs were second on the list, closely followed by wage and salary costs. Other fringe benefits are of lesser concern when hiring new workers.
The size of the labor force fell 6.3 percent for young workers, but increased 8.5 percent for workers 55 years and older between December 2007 and January 2010, according to the study by the Washington-based Economic Policy Institute (EPI). The housing-led recession, which struck in December 2007, has had devastating effects on the labor market. With home values and retirement savings destroyed, older workers have been forced to either continue working or seek employment. The study noted that even if young workers were employed, they were most likely to be in jobs below their skills level. While young workers accounted for only 13.5 percent of the total labor force, one in every four unemployed people in the United States was under the age of 25, according to the study. On the other hand, workers 55 years and older, who made 19.1 percent of the labor force, only had a 13.4 percent unemployment rate, it said. The study also found that younger workers were also experiencing longer periods of unemployment and on average it took slightly less than six months to get a job in December. Although the economy has started growing again and the labor market is on a recovery path, the pace is probably too slow for any meaningful change in the young workers' fortunes.
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Whitepaper: Tools and Technologies To Maximize Your Support Center's Potential Companies understand they must deliver the best possible customer experience each time they get the opportunity and, further, leverage every opportunity to deepen customer relationships. Ultimately, delivering that experience depends on ready access to accurate customer data. It's a straightforward goal, but creating high-level customer visibility into customer data and making it accessible to relevant parties -- agents, partners, customers -- requires that support organizations surmount a number of inherent challenges. Read the free white paper now.
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| Enhancing Your Call Center's Relationship with -- and Value to -- the Rest of the Organization
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From the bestselling coauthor of the business classic The Wisdom of Teams comes an all-new exploration of the modern workplace, and how leaders and managers must embrace it for success. Katzenbach and Khan examine how two distinct factions together form the bigger picture for how organizations actually work: the more defined "formal" organization of a company-the management structure, performance metrics, and processes-and the "informal"-the culture, social networks, and ad hoc communities that spring up naturally and can accelerate or hinder how the organization works. With dynamic examples from enterprises around the world, this book takes a timeless organizational approach and creates a powerful paradigm-shifting tool set for applying it. 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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