Through ongoing member interviews, surveys, conferences, and summits, TSIA has identified the six toughest business issues impacting service and support organizations today. These strategic issues represent the major obstacles to success for today’s technical support teams. For companies who want to differentiate competitively based on quality of service, responding appropriately to these issues is critical. Innovation in process and technology is required in order 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 paper will discuss the role of remote support technology, including remote control and diagnostics and Web collaboration, in addressing the key strategic issues.