The HDI “Hot Sheet” casts light onto industry standards for such important metrics as time to respond to phone calls, first call resolution rate, and costs per incident for each channel.
Find out how you measure up here.
The HDI “Hot Sheet” casts light onto industry standards for such important metrics as time to respond to phone calls, first call resolution rate, and costs per incident for each channel.
Find out how you measure up here.
I stumbled across this article today by Keir Thomas and found it both relevant and entertaining.
You really should read the whole thing, but here are 5 tips discussed.
Any other tips you want to share?
Small businesses often can’t afford to invest in a dedicated IT technician. On the other hand, they can’t risk being bogged down by slow servers, losing data that isn’t backed up or enduring disruptions in their communication and information processing technologies.
Fortunately, says PCWorld, both cloud computing and out-of-office IT support and service providers can aid small businesses who can’t (or won’t) rely on in-house support.
Both SaaS solutions and external IT consultants lower the upfront costs, and both allow small businesses to focus on their strengths — the front-end business of getting a product to market and selling to prospective customers.
But IT consultants and managed service providers can do more for a business than just react to tech breakdowns and crises. They can recommend IT solutions that take into account the company’s budget constraints, and they can play a crucial role in creating scalable systems that will allow small companies to grow.
Smart SMBs, says PCWorld, are seeking a trusted IT help provider sooner, rather than later.
Finding a Trusted IT Consultant or Support Provider
But where should a small business owner find that crucial, trustworthy IT help?
PCWorld suggests a number of strategies — strategies MSPs and IT support providers should also be aware of as they hunt for new clients. First, PCWorld recommends that small business owners check online review sites like Yelp.com or AngiesList.com, which specializes in user ratings of construction and home repairs services but also has a section on “computer repair and services.”
In addition, companies that purchase significant amounts of computers and services from such electronic companies as HP or Dell should check the maker’s website for local partners or resellers that might also offer support services.
PCWorld also falls back on the always important word of mouth. They advise small business owners to ask business associates with similar IT needs where they find their support.
For further information on what small business owner and managers might be seeking when they want IT support, check out the full PCWorld article and also their foreboding, forthcoming story on “what to avoid in an IT professional.”
You’re invited to participate in SupportIndustry.com‘s latest 5-minute survey and help shape the future of customer support. This research tackles the timely topic of how support operations are evolving to support customers on their mobile phones and in social media environments.
This very brief survey should take no more than 5 minutes to complete. We do not require you to provide any contact info, and we will make the results freely available to participants.
The more responses, the more valuable the data! In addition, you can provide your suggestions for questions to be addressed in future surveys.
Use the link below to get started.
http://survey.constantcontact.com/survey/a07e334k1yqgfllg7v6/start
Responses are requested by November 12, 2010.
From Carolyn Healey, Publisher, SupportIndustry.com: If you would like to view the results of our previous surveys, visit the SupportIndustry.com research page: http://www.supportindustry.com/research.htm
I’ve been looking at a ton of user comments from surveys, UserVoice, etc… and I decided to address an issue that seems to be showing up rather frequently. Many of you might not even be aware that the feature exists. So here it is, a very quick and easy way to setup unattended support when you are on-site, physically at the target machine. Along with the written steps, please take a look at my quick instructional video. I created it using GoView, another great product from Citrix Online.
That’s It. Your Computer will now show up in your Unattended Machines list!
Click on icon below to watch a step by step presentation of the steps outlined above:
Greetings everyone,
My name is Tem Boylan and I would just like to say how excited I am to be the newest member of the GoToAssist product management team. Although not a Santa Barbara native, I have lived here ever since I moved from San Diego to attend UCSB. When I’m not working I like to spend my free time Running, Racing (both Auto and Motorcycle), Riding my Dirt Bike, Surfing when I can, and Traveling whenever possible. I come from a long history of involvement in the technology sector so I am extremely aware of the value offered by remote IT support services and have been a long-time user of Citrix Online’s product offerings.
The GoToAssist line of products provide invaluable tools for anyone in a support role. I look forward to doing my part to ensure that GoToAssist continues to be the leading remote support service. I’ll be posting to this blog on a regular basis to share pertinent stories, helpful tips, and the latest GoToAssist news as the team continues to crank out new features and enhanced performance.
A friend caught me on video talking about remote support with GoToBot at HDI.
I thoroughly enjoyed my time off and hope you were able to both take some time off and enjoy it. The kids did get their skakeboards but have realized they “need to grow bigger” before they can really learn to ride them. Fortunately, the athletic toy industy has created a wonderful device called “the scooter”. (Whew!)
The impact of implementing and supporting a transition to Win7. Citrix Online recently conducted a survey in which we found that:
You can read the article on eChannelLine.com or on our website.
Related post: Windows 7 Migration Nirvana
Photo Credit: 1suisse
I just finished my last turkey sandwich (for breakfast) while reading through my emails of the last week. I really enjoyed last week’s “home” vacation with family and friends and managed not to get too stressed out about c0oking. I even accomplished some of the things on my personal ToDo list which felt good.
Now the pace has picked up and I’m thinking very seriously about how I will accomplish my goals for the year — there is still a lot more to do both personally and professionally. Personally, I need to figure out how to clean the outside of the house. (I see a pressure washer in my future.) Professionally – One favorite part of my job is talking with customers and prospects. There are so many interesting stories I hear and so many ways people use remote support products. Today, as I get back into the groove, I’ve decided I want to hear your story. So send me a note and tell me about how you use GoToAssist, how remote support technology has helped your business, or just tell me about you.
Two weeks have passed since the Oct. 22 retail release of Microsoft Windows 7, and we’re wondering how installation efforts are going out there. In particular, we’re curious if any of you have used GoToAssist or GoToAssist Express to migrate your company – or even your family and friends – to the new operating system. Or perhaps you’ve used GoToAssist following a recent installation to provide remote support. If so, we’d like to hear all about it. And we might even share your story with the world.
Here are a few questions to get you started:
We’ll post some of the responses here on the blog, and may even contact you about sharing your story with the media.
Thanks!