News. Topics. Trends.

Automating the Last Frontier of Customer Tech Support
Support Interaction Optimization is the natural last step in using automation to increase the efficiency and effectiveness of the contact

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Pit Bulls and Field Support
In an earlier blog post, I discussed needing a technician in my home to solve a problem and the impact...

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Support.com Reports Third Quarter 2017 Financial Results
Sunnyvale, CA – November 9, 2017 – Support.com, Inc. (NASDAQ: SPRT), a leading provider of tech support and turnkey support...

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Playing the Blame Game
I love technology. My friends are not the least bit surprised when they walk in my house and the lights...

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Win Funding For Your Customer Service Project
Free Research Report from Forrester In the age of the customer, customer service must be a cornerstone of a company’s...

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Drive Revenue, Please Customers By Connecting Customer Journeys
Free Research Report from Forrester In the old fairy tale of Hansel and Gretel, the protagonists used bread crumbs to...

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Your Truck Rolled Over My Margin
An on-site visit is an instant hit to your margins. A second technician visit may even put you in the...

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“Language” is the problem when a new technology hits the mainstream
“Language Alignment” – If you’ve been working in the support world for any length of time, you already know what...

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It’s not a sale until the customer decides to keep it
Success can actually drive return rates higher for companies that are not prepared to support new purchases. Generally speaking, marketing...

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The People’s Republic of Tritanopia
If the agent had a way to securely receive an image sent from the customer’s cell phone, the problem would...

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