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The voice of the customer is changing expectations of IT support. Those organizations whose business it is to deliver IT solutions will need to shift their attention to meeting and exceeding these expectations to thrive in the long-term. Many organizations are taking heed, as the 2010 IBM Global Chief Executive study noted that the top two focus areas for the next five years are "getting closer to the customer" and "People Skills." IT associates, in particular, will need a lot more in their toolkit than the latest solutions for the most vexing technical problems. Just taking call after call will no longer suffice.
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