4 signs you’re partnering with the right company

    Are you fully engaged with your customers? According to Gallup, which has conducted thousands of interviews over the years with B2B companies, only 13 percent of customers are fully engaged in their business relationships. This is a revealing and somewhat alarming statistic considering engagement level is a true indicator of how well companies work together. […]

      Rethinking technical support: Why some companies focus on offering great tech services

      People always (or at least should) expect great technical support when they call a company for assistance. Unfortunately, some businesses – despite years of customers yearning for it – still fail to provide consumers with high quality service. Take, for example, a recent Aspect Consumer survey of 1,000 Americans between the ages of 18-65. The […]

        What type of technical support representative do you want to work with?

        Think about the last time you called a technical support line for help. What was the experience like? When the call ended, did you feel like the technical support representative answered your inquiry quickly and efficiently? This is the type of question call service managers (and their companies) also ponder. Recent Forrester research indicates that […]

          What’s New in Network Audio?

          Growth in the capabilities of network audio technology has the potential to revolutionize the way in which audio is used in many different situations, from customer experience to security. In this post, we look at some of the hot topics in networked audio. Improved customer experience In the increasingly competitive retail space, merchants are looking […]

            Why the best technical support treats you like a person and not a number

            At one time, it wasn’t unusual for companies to place more value on meeting customer service metrics—such as time on call, first call resolution, adherence to schedule, abandon rates and average speed of answer—than the type of experience customers had when speaking with support specialists. However, those days are quickly vanishing if they haven’t already. […]

              Why you should work with a company that has well-rounded technical support

              FAQ pages, online instructional guides, phone support, videos, live chat and call support. What kind of technical support do your partners offer? If they provide some (or even all) of these choices, they’re on the right track to offering well-rounded technical service. However, many are likely not at that point just yet. These support tools […]