How to Win at Customer Support in the Age of Digital Transformation
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How to Win at Customer Support in the Age of Digital Transformation

The era of digital transformation has injected new life into the old wisdom, “the only constant in life is change.” In our plugged-in world, change is happening at a breakneck pace and it’s pretty much impacting everything,...

06/17/2019

What to do when yesterday’s technology won’t meet today’s support needs
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What to do when yesterday’s technology won’t meet today’s support needs

You probably already know that end user technology is exploding and are feeling the effects of it in your support organization every day. Remember when IT sanctioned and standardized every hardware and software instance in the...

06/06/2019

It’s Time to Modernize Your Support Metrics
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It’s Time to Modernize Your Support Metrics

The good news is, there’s a lot of data coming into support organizations today through the many technologies and channels available. The bad news is all of this data can lead to metric overload. In the ever-changing customer...

06/04/2019

What’s a Mobile-First Support Strategy, and Why Do You Need One?
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What’s a Mobile-First Support Strategy, and Why Do You Need One?

Remote support has long been offered to customers on desktops and laptops, but with the rise of mobile devices, times are changing. If you haven’t already considered a mobile-first support strategy, now’s the time to create...

05/15/2019

How to Handle More Support Tickets With Less Resources
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How to Handle More Support Tickets With Less Resources

No big surprise here: the number of support tickets increased again last year, following the same trend it has for nearly a decade. More than 57% of organizations reported an increase in ticket volume in 2018, according to the...

05/08/2019

Higher Ed IT, Your Digital Transformation Has Arrived
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Higher Ed IT, Your Digital Transformation Has Arrived

It’s here, and it’s sweeping campuses nationwide: Digital Transformation (Dx) in higher education. While other industries have already made giant leaps in Dx (just look at the retail industry with tech titan Amazon and the...

05/01/2019

What Internal IT Support Can Learn from External Customer Support
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What Internal IT Support Can Learn from External Customer Support

Over the last couple of years, there’s been a lot of attention on how customer support is changing and how brands are using customer support as a business differentiator. But where’s all the attention on how businesses are using...

05/01/2019

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