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Adding more communication channels doesn’t automatically guarantee happier customers. Sure, you probably track your CSAT, monitor your FCR, and have a solid read on how specific agents perform on each channel. But do you know what your customers experience when...
You’re leaving a lot of potential on the table if you ship updates for your cloud-based applications twice a week, but your support function still operates as if it’s backing a quarterly release cycle. Every deployment comes with another spike...
AI is being sold as a one-size-fits-all solution to legacy code modernization. On paper, the idea sounds impressive: feed your old codebase into AI, get a modern version out, and shave half the time off your migration schedule. Production is...
Think about the last complicated ticket your application support team closed for one of your end users. How much of the work came from AI, and how much relied on a human agent manually sifting through documentation, scanning logs, and...
It’s been three weeks of pitches, comparisons, and reference calls. You’ve narrowed the field to seven vendors, but you’re still where you were on day one when it comes to making a choice. Every managed IT help desk services provider you’ve looked at pitches the same lineup. They all...
In our previous piece, we covered why relying on your senior engineers for legacy app maintenance isn’t sustainable. You’re now probably past the point of questioning whether your current model needs to change. Instead, you’re contemplating what the alternative entails. While onboarding an external partner to keep your business applications...
You probably allocate a big part of your budget to senior engineers because they’re among your most valuable technical assets. However, across many organizations, the same specialists dedicate the bulk of their working hours to legacy app maintenance. Their days are consumed by applying...
The reservation software powering your travel agency was originally developed when GDS terminals were the only distribution channel. By connecting agents to airline, hotel, and car rental inventory, these platforms defined how the industry operated. Since then, your team has bolted...
How many customers can you afford to lose because your technical support team and customer service couldn’t fix a payment glitch? If you’re running a fintech platform, the answer should be “zero.” That’s a dangerous position to be in. When it comes to financial...
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