The Alignment of Customer and Support Expectations

Support organizations are implementing new technologies and processes to better connect customers with technical support teams, and customer satisfaction is paramount. However, most organizations admit...
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The State of Support Services

The technology industry is shifting to more of a services-led business model than ever before. According to the Technology Services Industry Association (TSIA), organizations are making fundamental changes...
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Effective Mobile Engagement

This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on mobile engagement, including its current state, channels in use, which industries consumers...
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Mobile Customer Care: It’s More than Hype

The customer / company relationships stand in the midst of the mobile revolution. The growing consumer adoption and use of mobile devices means that customers are increasingly incorporating mobile as...
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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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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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Live Chat Effectiveness 2013

Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report...
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Live Chat Effectiveness 2013

Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report...
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Prioritising the Live Chat Opportunity

BoldChat is a market-leading live chat solution enabling businesses to quickly and effectively engage visitors on their websites.  BoldChat is offered in different editions and includes other integrated...
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Job Seeker Strategies to Stay Ahead of the Career Curve

Job hunting can leave you either excited or frustrated … or both! It's all a matter of how you approach it. With our compilation of helpful tips, tricks, and advice, you'll be confident to get out there...
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