Dealing with Difficult Employees

by Rich Gallagher Managers often feel that their work would be great, if it weren’t for the people! And they have a point: Employee relationships always have built-in challenges and frustrations, even in the very best workplaces. But the good news is that anyone can learn specific interpersonal skills to better understand and manage these…

How to Create Trust During a Remote Session

One of the most important factors in support is the trust between the tech and the user. This becomes even more important when the two are only connected by remote support software. In today’s world of technology where media reports about massive system hacking appear almost weekly, many users are very skeptical about having someone…

The Dynamic Duo of IT Support

History, literature and pop culture are rife with examples of stellar singulars that turn unstoppable when combined. Think Lewis and Clark, Brad and Angelina, peanut butter and jelly — wait, that’s food. Well, you get the point. Now, you can add two more to the list: GoToAssist Remote Support and Service Desk. What makes this…

Is This the Future of Tech Support? New Beta Feature Lets IT Teams SEE Problems via Live Camera Feed

What if support technicians could visually inspect remote technical issues, not just computer software and system setups, but the actual hardware configurations? Would IT teams then be able to identify and resolve key issues faster, accelerating productivity? Could this feature expand the long-distance reach of tech support beyond computers and mobile device to all machinery…

How to deal with the bad apples on your team

By Veronica Puailoa, Marketing Content Manager, GoToAssist Everyone’s been there ‒ working on a team that has a negative vibe and isn’t productive. Sometimes it’s the result of the classic bad apple. The “bad apple” may be productive, but their toxic attitude makes everyone else around them miserable, and the entire team becomes unproductive. According…