For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.
This whitepaper examines the way in which enterprise mobility has both increased employee productivity and decreased the security of corporate networks. The paper discusses the challenges IT managers have with controlling the "Bring Your Own Device" (BYOD) trend to allow mobile users to have access to the corporate network. Explained in the paper is the limit to visibility and control of file transfers when employees use ad hoc methods, and that educating employees on proper data access is not enough to protect the corporate network. The paper concludes by describing how Globalscape's EFT™ and Tappin™ can provide mobile access, without compromising security and controls over file sharing.