Managing today’s increasingly complex technology ecosystems requires specialized expertise that few organizations have on staff. As a result, more companies are turning to managed services providers (MSPs) to fill talent gaps and control costs while driving improvements in security, innovation and efficiency.
If you’ve ever experienced extended hold times, dropped calls or repeated transfers when calling customer service, then you are well-acquainted with the concept of “customer friction.” The term refers to anything that gets in the way of a smooth and effortless interaction between businesses and their customers — and it is contributing to a growing sense of dissatisfaction among U.S. consumers.