According to research by Forrester, service organizations aiming only to appeal to the rational side of customers’ needs will have an increasingly difficult time maintaining...
A transformation of the workforce has altered end user expectations and business needs, driving the need to build flexible, simple, and scalable remote support solutions...
In research conducted by HDI and Robert Half Technology on the technical support center of the future, the key is passion for supporting customers and with social intelligence—a...
Given everything from new devices and security concerns to increasingly tech-savvy end users and the costs of supporting a sprawling infrastructure, there’s no denying...
The way companies approach support services is changing – both in terms of the organizational structure as well as the areas of focus and key performance indicators...
Zero Motorcycles is the largest producer of fully-electric motorcycles worldwide but a lack of dealership technicians familiar with the bikes they produce was posing a significant...
Customer success as a corporate practice and organizational entity continues to spread at a rapid pace across the technology industry. The growth of customer success is being...
Today’s IT leaders face a wide range of challenges in supporting an increasingly mobile, global, and tech-savvy end user base.
Within this Executive ViewPoint, Peter Zeinoun...
There’s no denying the increasing complexity of the IT landscape: From new technology and devices to the growing costs of supporting a sprawling infrastructure, IT support...
Customer success as a corporate practice and organizational entity continues to spread at a rapid pace across the technology industry. The TSIA 2015 Customer Success Baseline...
