The rising complexity of interconnected technology environments in the multi-vendor landscape is a tough challenge for tech support teams.
Forrester r...
By Patrick / AppHelp / Nov 03, 2014
More than half of knowledge management programs fail.
A decade ago, failure rates were as high as 80 percent . This idea of acquiring and retaining ex...
By Patrick / AppHelp / Oct 16, 2014
With so many tech products in today’s homes that are increasingly interconnected —and not just in geek households- consumers are facing a whole new se...
By Patrick / / Aug 05, 2014
Our research shows that tech support agents are increasingly peeking outside the company’s knowledge base. That’s a good thing for their customers who...
By Patrick / AppHelp / May 26, 2014
