Surviving the Future of Technical Support
Technology is progressing faster than industry experts predicted even just a few years ago. For those in support organizations, the sheer velocity of change means that...
Video Saved the Service and Support Star
Ever been on one of those frustrating calls with a customer who’s trying to describe a problem? “Umm, there’s a blue and green wire coming out of this little...
Getting a Clear Picture of the Future of Support: 10 Ways Support Will Change in the Future
What will service and support be like in 2020? To answer that question, the Aberdeen Group took an in-depth look at emerging technologies and leading organizations in the...
Five Steps to Reach the Future of Service and Support
The Aberdeen Group used their crystal ball of research to peer into the near future to see how the job of providing IT, customer and field service support will be changed...
Five Soft Skills for Technical Support
Brilliant troubleshooting isn’t nearly enough to make tech support successful. You can fix every bug, solve every problem and still have unhappy clients. More than just...
5 Must Haves for a Complete Social Support Strategy
Your customers have adopted a more social way of communicating online, and they expect your support department to do so too.
The good news is that you don’t have to swear...
