Through ongoing member interviews, surveys, conferences and summits, the SSPA has identified the 6 toughest business issues impacting service and support organizations. These strategic issues represent the major obstacles to success for today's technical-support teams. For companies that want to differentiate competitively based on quality of service, responding appropriately to these issues is critical. Innovation in process and technology is required to meet these challenges head-on and lay the foundation for success in the years to come.

With customer expectations on the rise and pressure to increase agent productivity a constant reality, remote-support technology is an area in which companies wanting to proactively resolve customer problems and increase both customer satisfaction and agent productivity should invest. This Research Brief addresses 1 of these 6 key strategic issues: The Support Impacts of Technical Complexity on Margins and Customer Satisfaction.