The pace of technology change in today’s workplace affects everyone, from the CEO to the plant worker. But no one may be more affected that the help desk professional, who faces an increasingly complex IT landscape—and multiplying end user challenges. But there’s good news: remote IT support services such as LogMeIn Rescue can provide relief.

IDC recently spent time with two customers of clientless remote software, Dell and Dover Federal Credit Union, who spoke about the importance of security, feature sets and the strong relationships needed to successfully deploy and manage these solutions.   This special IDC Spotlight report will show how the need for remote support of devices that are driving mobility and the […]

Based on the survey results with nearly six thousand respondents across twelve countries, the 2015 edition of Effective Mobile Engagement finds—similar to its predecessor—that mobile engagement is widespread already and growing quickly. Other conclusions supported by the research should be abrupt wake-up-calls for companies who haven’t yet figured out that getting mobile engagement right should be the single most important […]

Looking at collective BoldChat customer data, the 3rd edition of the Live Chat Performance Benchmarks report highlights statistics related to live chat usage, including new findings related to comparisons between desktop visitors and mobile visitors. Using the aggregated metrics of thousands of customers, this report will give new and existing live chat users benchmarks in which they can compare their […]

ICMI and BoldChat by LogMeIn joined forces to help you connect to the trends and best practices that are shaping the customer experience landscape. This MarketPulse will provide contact center leaders with insights and best practices on how to improve the effectiveness of your contact center in preparing for and engaging customers during peak, seasonal volume – no matter what […]

This report outlines the business value and best practices in integrating the contact center with omni-channel programs to deliver a seamless customer experience across multiple touch-points.

Selecting a live chat vendor can feel like evaluating dizzying lists of feature – each feature-set will help achieve a goal. But the challenge is to determine the features that will help you achieve your goals. Live chat can achieve many results, like driving sales conversions, reducing shopping cart abandonment, enhancing customer experience and improving operational efficiencies. Whether live chat […]

Today’s contact center operates in a volatile world with customers characterized by an increased use of connected things, decreased attention spans, and a universal expectation of an immediate response to their needs. As innovations in technology continue at breakneck speed and customer self-service functionalities become more sophisticated, we must take action to stay ahead of the curve. You must evolve […]