Now in V8.7 of IBM Operational Decision Manager, IBM ODM Advanced applies insights and analytics to operational decisions by bringing together data from different sources and looking at historical trends and patterns to determine the next best action. With IBM Operational Decision Manager Advanced, you gain scope, scale, speed, and simplicity. You can now capture events, build context, and apply […]

Technology continues to make it simpler for IT and customer support teams to handle increasingly complex support tasks via remote support software tools. The latest development involves providing video-assisted support using the camera on a customer’s or an employee’s mobile device to quickly identify technical issues that are hard to describe over the phone. This IDC Technology Spotlight examines the business […]

Even the most highly trained support technicians can be limited by the tools at their disposal. They typically cannot see what the customer sees and are limited to how customers explain and describe a technical problem. Video has the capability of completely changing this dynamic, substantially increasing the likelihood of success for the agent and the customer. Read this report from Technology Service […]

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 […]