While companies often focus on the individual interactions with their customers to ensure that they are satisfied with the service provided to them in that interaction, the companies can often fall short when looking at the complete journey of that customer on their way to purchase and beyond. The Harvard Business Review looks at how ...

Looking back at 2014 and the major changes in support services, TSIA identifies what they see as the ‘New World for B4B’, with companies around the world making changes to the way they are structured and how they operate. Take a look at the new capabilities that will be added to the arsenal of support ...

This provides an overview of all the questions that need to be asked when looking at your company’s remote support technology. The report will discuss how to maintain flexibility, simplicity and lower costs while ensuring that your remote support solution allows your support agents to perform advance support tasks quickly and across multiple platforms and ...