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...