As technology gets more complex, so does tech support. Whether assisting customers, employees or clients support professionals must fix issues across a variety of systems and mobile devices spread throughout the world. And they are expected to fix them fast. Unfortunately, many support organizations still use traditional support tiers and "hot potato" escalation models that cause lengthy resolutions, stunted knowledge sharing and poor customer service. To keep pace with end-users, support organizations must adopt more collaborative approach, improve team communications, and "swarm around" issues in real-time.
In this webcast, two of the industry's leading experts - Gartner Research Director Jeff Brooks and Bomgar Chief Strategy Officer Nathan McNeil explain how tech support organizations can improve communications and collaboration to improve productivity, reduce resolution times, and increase customer satisfaction. Watch our video on collaborative remote support.