Customer Support Organizations, now more than ever, are facing large challenges across their support services operations. The challenges go beyond the traditional support services type of questions such as channel mix, support metrics, and customer satisfaction drivers and are now focused on how to adjust their organizations to deliver outcome-based support. In addition, Support executives continue to receive incredible pressure […]

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 growing complexity of the IT landscape. It comes as no surprise that IT professionals and support desk staffs are struggling to address these and other challenges. But there’s good news, according to an exclusive survey […]

The pace of technology change in today’s workplace affects everyone, from the CEO to the plant worker. But no one may be more affected that the help desk professional, who faces an increasingly complex IT landscape—and multiplying end user challenges. But there’s good news: remote IT support services such as LogMeIn Rescue can provide relief.

Field service is becoming an increasingly competitive industry. More and more, companies are looking for ways to outperform the competition to retain and win customers. It is impossible to accomplish this — and to run a successful field service business in general — without leveraging KPIs. The reality is, today’s field service landscape is one of constant and continual improvement. […]

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 Survey showed that it is now becoming more of a common practice for firms to have a dedicated customer success organization. This makes sense when it is understood that moving customers consistently toward the […]

eMarketer estimates that ecommerce sales during the 2016 holiday season will increase 13% over last year, accounting for 20% of the industry’s annual sales revenue. More than half of those purchases will happen via mobile devices. This eBook outlines 5 tips for taking your customer engagement strategy to the next level this holiday season, to help you delight your customers […]

Today’s digital customers are engaging with companies on multiple channels from an array of devices and expect a seamless experience with fast resolution. Although businesses are fully aware of new channel trends, many are not addressing customers’ needs and top frustrations. This infographic provides a glimpse of the global insights gathered in Ovum’s research report and highlights the current state […]

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, businesses must quickly and effectively resolve problems and be ready to engage with customers across all devices and touch points. In order to address this challenge, we contacted 50 top retailers across various communication channels […]