For fuller, more comprehensive customer support today, contact centers are turning toward more collaborative, remote solutions. Beyond simple co-browsing and screen sharing, remote support software now allows agents to handle all kinds of technical support calls, access a full audit trail of remote connections, and even incorporate chat functions and survey options within the support portal. In this way, remote support can help contact centers determine which operations are running well, and which ones need to be repaired or improved in order to achieve higher efficiency and customer satisfaction. Read more.