TeamSupport recently issued a major industry report in collaboration with ServiceXRG called Customer Support Transformation: The Guide to Essential Practices and Metrics. This report examines important trends in customer support delivery and offers tangible guidance for customer support and service professionals to meet growing expectations of both customers and company executives.

This report examines:

• Customer demand for Support services.
• Practices companies use to manage and respond to customer Support requests.
• Metrics and measurements for Support.
• Benchmarks to indicate current performance levels.
• Strategies and practices to scale Support.
• New challenges and opportunities for Support.