The rise of the internet has meant big changes for customer service. No longer reliant on talking with a call center agent to resolve a problem, check the
Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new
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
Based on research with more than three hundred companies, this report takes a close look at how live chat is used and measured in support settings, how organizations
Live chat has proven itself in the support world by providing fast return on investment through easily-achieved agent efficiencies. While there is still ground to cover in the
Hear how Okta automates employee onboarding and offboarding through deep integration between Workday, Medallia’s human resources information system, and Active Directory.
With a secure foundation in place to manage internal IT, many IT leaders are thinking about a foundation for the entire business. In the new world of mobile
Part of a strong foundation for cloud-first, mobile-first IT includes supporting BYOD. BYOD can improve end user satisfaction and enable employees to work anywhere from any device. To
Have you ever wondered which enterprise cloud apps are most popular? Or which industries tend to use Office 365 versus Google Apps? Did you know that 43% of
Cloud-first, mobile-first organizations are seeing huge benefits from taking a more distributed approach to IT. Business units are given more freedom to evaluate and select SaaS applications that
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