Technology

Atlassian this week released an upgraded version of its JIRA Service Desk to help companies group their customers so they can view and share each others' requests. The latest version also allows for greater internal and external collaboration.
Posted October 12, 2016

The complex nature of technology innovation requires a balanced approach to customer support.
Posted May 03, 2016

Emerging connected consumer trends show the increasing importance of post-purchase customer support, especially after the holidays.
Posted January 26, 2016

Innovations with Guided Paths provide step-by-step, contextual guidance for self-service consumers and contact center agents.
Posted December 15, 2015

Tech support representatives can often face a barrage of disgruntled customers. Here are some tips to alleviate stress for you and them.
Posted March 28, 2014

New platform enables developers to build social and mobile apps for employees, products and customers.
Posted November 20, 2013

Vonetix 7 Voice solution will serve as the new UC platform for Microsoft customer support.
Posted August 26, 2013

Product targets software and cloud services businesses.
Posted June 25, 2013

Verizon tops in multiple industries, Comcast makes gains but remains low.
Posted May 22, 2013

Don't bother calling Square.The rapidly growing mobile credit-card processing company has joined an increasing number of Silicon Valley-area tech firms, including Google, Facebook, Twitter, LinkedIn, and crowdsourced question-and-answer site Quora, in eliminating the phone as a customer support channel. But is abandoning the telephone for low-cost online channels the right move for your organization?
Posted April 15, 2013

New research evaluates the computer customer experience.
Posted April 08, 2013

Posted March 11, 2013