The State of Support Services 2014

Many organizations are making fundamental changes to their organizational structures, delivery models are changing, support organizations are adding new capabilities, and mission statements are changing...
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67 Tips for Building Live Chat Success

Expert tips to help agents and administrators alike provide superior service via live chat. Filled with practical tips, tweets, and actionable items, these best practices will help businesses take chat...
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Merchants Seek Mobile Mastery

Merchants Seek Mobile Mastery is a free study, conducted by the e-tailing group and sponsored by BoldChat that explores the changing mobile landscape from the eyes of both consumers and retailers. With...
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The New mCommerce Reality

The New mCommerce Reality research report shows how customers still desire consistent, quality service when shopping from their smartphones and tablets. In fact, 22% of respondents said that lack of...
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ESIGN Act: A Well-Established Law Enabling Business Transformation Today

This paper discusses several factors relating to the legality of e-signatures in various applications, and among different industries, with their associated regulatory environments. It also explores the...
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Facebook And Your Job Search

Facebook is a powerful tool when it comes to finding a job. It can either help or hurt you, depending on how you use it. This guide includes two articles:8 Vital Things To Do On Facebook When You’re...
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The Rising Financial Impact of Customer Service

The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to...
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Effective Customer Support in Our Frenetic Mobile World

The continued explosion of mobile devices, ever-increasing customer expectations, and accelerating pace of business are pushing today’s support organizations to the brink. Luckily, remote support solutions...
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Customer Support 3.0: Turning Every Support Opportunity into Customer Loyalty Gold

The accelerating trend of customer mobility, ever-increasing expectations of those same customers, and the explosion of end-user device options, are all pushing today’s support organizations to the...
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2014 Remote Support Trends

Today’s remote support solutions, including remote control, desktop sharing, and web collaboration, offer much more than just remote control for PCs. Their functional footprint is expanding to include...
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