CGS asked Melissa O'Brien, research analyst for IDC's Worldwide Customer Care BPO program, to comment on the major trends driving change in technical support organizations and how their relationships with service providers are shifting in response.
IT help desk organizations are tasked with providing “anytime and anywhere” support to their internal and external customers in their preferred channels. Ensuring quality interactions has the potential to be a major differentiator and is impacting the way technical support organizations approach not only customer interactions but employee interactions as well.
Get a copy of the interview to read more about these trends and the exciting opportunity they create for you and your service providers to go above and beyond traditional service delivery to provide a customer experience that will differentiate your business.