Our internal incident response documentation is something we’ve built up over the last few years as we’ve learned from our mistakes. It details the best practices of our process, from how to prepar...

Nearly half of enterprises have already begun adopting DevOps, and most of the remainder have plans to do so. If your organization doesn’t make the shift to DevOps, it risks being disrupted by othe...

If you’re an IT manager, you know the power of good data. It’s the lifeblood of complex systems. The question is, how deeply does your data influence your decisions? In this whitepaper, we argue th...

Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that custo...

Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This pos...

The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know custom...

Every customer likes to choose from a wide array of options, right? Well, maybe not. Behavioural scientists have been researching consumer choice making for decades. And the results indicate that i...

Dell EMC VxRail™ powered by Intel® Xeon® Platinum processors is the only fully integrated, preconfigured, and tested HCI appliance jointly engineered with VMware. Powered by VMware vSAN™ and vSpher...

Why do so many companies turn to a Content Delivery Network (CDN) to deliver their online videos, websites, and downloads? It’s simple: The core benefits of a CDN directly improve customer experien...

While online streaming video once meant video-on-demand, today’s organizations and their audiences are increasingly leveraging the excitement and engagement of live video in multiple ways. Yet, as ...