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6 Tips for building a thriving help center
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 customers prefer to resolve issues ...
Your guide to omnichannel support
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 poses a challenge to most busines...
Scale your business with Self-service
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 customers prefer self-service, via a...
Cultivating customer loyalty by supporting choice making
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 it isn’t quite that simple. In ...
Five Online Delivery Challenges Solved
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 experiences. End-users get the content...
Limelight Live Streaming: Lowering Latency for Live Online Streaming Video
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 organizations seek to adopt li...
Reducing cyber risk in the legal sector – The blurred boundaries of trust
How legal firms can adopt best practice through the adoption of security intelligence tools. This paper examines the top five use-cases for centralised monitoring within the legal sector, in order to reduce cyber risk through ...
The Threat Lifecycle Management Framework
Prevent major data breaches by reducing time to detect and respond to threats Globally, sophisticated cyber-attacks are compromising organisations at an unprecedented rate and with devastating consequences. Modern attackers, i...
Detecting Compromised Systems: Analysing the top eight indicators of threat traffic
Key indicators of a compromise can be found by analysing the network traffic from outbound connections—specifically, traffic coming from an endpoint on your internal network and connecting through your firewall to something on ...
Dissecting a Cloud Attack: Securing Azure with AzLog
Just because data, applications, and systems exist in Azure doesn’t mean your commitment to security, ability to monitor, and need to achieve compliance are any less. First, you need to collect security events, configuration ch...