Not long ago, customer support involved telephone or chat sessions where customers and agents would troubleshoot problems by pushing information at each other one word at a time. Today, support transactions are just as likely to involve live agents sharing your computer screen. We all learn faster by seeing and doing, and remote support tools create a unique learning and problem-solving environment that mirrors the way we think in real life.
This new era of on-demand remote support also brings with it a unique challenge to the agents who practice it, and to the people who manage them: namely, a new level of transparency for your interpersonal skills. Today, thanks to Web-based remote support tools, the same agent is collaborating interactively with clients in a shared computing environment.
This means that today's support transaction is a little more like meeting someone for lunch than reading scripts over a telephone, and like a powerful close-up mirror, these transactions can magnify both the strengths and weaknesses of your interpersonal skills and the quality of your support delivery.
In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.
Server Virtualization Research Library
