With access now to more information than ever before, customer expectations are increasing- placing higher demands on support technicians. Additionally, consumers are seeking to resolve issues first on their own, before contacting a customer support representative, meaning the problems that are brought to support teams are far more complex.
As the tier-1 customer service reps are being tasked with more challenging work, organizations need to reevaluate the way they hire, train and measure the performance of their support teams.
Commissioned by LogMeIn, this research report is written by Harvard Business Review. Download this report to learn how you can increase the output of your customer support team.