TSIA 2015 Report: The State of Support Services

The results of TSIA’s Support Services Benchmark Survey continue to reveal the hard truths about delivering technical support in 2015. The next year will be a challenging year for support services, but Pacesetter companies will embrace and overcome these challenges, often by investment in analytics, proactive support programs, customer engagement strategies, and knowledge management—all areas proven to improve the customer experience and reduce the level of customer effort.

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