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 they’re not proactively aligning their priorities with their customers’ expectations. Are the needs of the support team different from what customers want and expect?
MGI Research: Aria Systems Ranked #1 in Cloud Billing
MGI Research has just awarded Aria Systems with its highest ranking among cloud billing companies, in the 2015 MGI 360 Ratings. According to the MGI 360 Rating, customers cite Aria’s exceptional capabilities in managing complex billing requirements across corporate hierarchies, geographies, currencies, and billing modalities.
Leading Geeks Series: Build A Motivated Team
The funny thing about geeks is they like to work. The trick is to create an environment where technical professionals can let their natural motivation thrive and avoid demotivating them. This brief guide by Paul Glen, CEO of Leading Geeks, explains how to achieve these two critical goals when managing IT pros and other technical staff.
Case Study: New England BioLabs
New England Biolabs produces enzymes for molecular biology applications and offers the world’s largest selection of recombinant and native enzymes for genomic research. Learn how they were able to accelerate DNA research with IoT-connected, self-service enzyme freezers.
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 investing in strategies that deliver top-notch results is increasingly becoming a key differentiator.
Your Scarcest Resource
Most companies have elaborate procedures for managing capital. An organization’s time, by contrast, goes largely unmanaged.
Effective Mobile Engagement
Analyzing mobile shoppers’ habits to answer engagement questions in the new mobile reality. This free research report surveyed over 5,800 mobile device owners to discover how the mobile reality has affected customer engagement. So you can optimize your mobile strategy, improve satisfaction and increase conversions.
