As you plan for your business’s future, you know you want to increase your revenues and broaden your customer base, but determining how you’ll meet those targets...
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,...
Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about...
By 2020, somewhere between 25 and 50 billion devices will be connected to the Internet; some estimates predict that this hyperconnectivity will generate $2.3 trillion in...
Support organizations are implementing new technologies and processes to better connect customers with technical support teams. However, most organizations admit they’re...
This article from the Harvard Business Review shows how organizations that are able to skillfully manage the entire customer journey, versus just the typically emphasized...
Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and...
Customers today are more connected, complex and demanding than ever before, and providing a consistent mobile experience across channels is a challenge. To remain competitive,...
Adapting Live Chat and Remote Support for the Connected, Multi-Channel European Customer
Today’s multi-device, digital customers have higher expectations for customer service...
Social media and the internet have taken over today’s society. Now more than ever, people will choose to use online chat support, or simply comment on a business’s Facebook...