The State of Support Services
Support executives continue to receive incredible pressure to reduce the cost of delivering support. This pressure, along with the push to deliver outcome-based support, is forcing a certain amount of …
Live Chat Performance Benchmarks
Looking at collective BoldChat customer data, the 3rd edition of the Live Chat Performance Benchmarks report highlights statistics related to live chat usage, including new findings related to comparisons between …
The Travel Industry’s Journey to Customer Satisfaction
In an age of constant price-cutting and eroding brand loyalty the travel industry continues to struggle with customer satisfaction issues. New technologies, such as mobile apps, offer the promise of …
Telling Your Company’s Money Story by Overcoming the Seven Stiflers
A “stifler” limits a CEO’s or CFO’s ability to know what is going on in the organization to make informed, insightful and assertive decisions that drive profitable business growth. There …
Frost & Sullivan: The Role of Cloud Computing in Industry Transformation
The average lifespan of a company has reduced from 61 years in 1958 to 18 years today, and is forecast to decline to 10 years by 2018. For smaller companies, …
SANS Maturing and Specializing: Incident Response Capabilities Needed
The SANS 2015 survey of the incident response capabilities of more than 500 security professionals found good news and bad news. The good news is that reported malware incidents, breaches, …
Outrunning the Bear: 5 critical ways to take a more collaborative approach to IT security
Studies show the average time to resolve a security breach once detected is more than 45 days, and companies lose more than $1.6 million during that time. The obstacles to …
ESG Brief: The ESG Cybersecurity Maturity Model
How does your cyber security program compare to other companies? Where do your security people, processes, and technology place you among peer organizations? And more important, what should be your …
Cyber Security Best Practices
Discover how enterprise security best practices can help you avoid suffering financial losses, damage to your brand, and damage to customer relationships caused by undetected or detected too late cyber …
Breach Response: How to Prepare for the Inevitable
To avoid being breached, you have to get your defenses right every single time. To breach you, hackers only have to get their attack right once. Experts advise breaches are …
