Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Date Published April 24, 2014 - Last Updated March 10, 2021
Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical support teams manage this volume? For the past three years, desktop support teams have recommended three key tools.
Date Published April 1, 2014 - Last Updated March 10, 2021
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Date Published February 6, 2014 - Last Updated March 10, 2021
There are many benefits to remote support. For best results, follow these good practices.
Date Published June 22, 2012 - Last Updated December 30, 2014
All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the most mature organizations are calm, focused, and disciplined. Those in the latter category operate very strategically, and...
Date Published June 12, 2012 - Last Updated May 11, 2016
How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane coming, or the city is flooding. Forget about the standard corporate response or the enterprise disaster readiness procedures....
Date Published June 12, 2012 - Last Updated May 11, 2016
When it comes to collaboration, there is no shortage of tools on the market these days. From instant messaging to file sharing, here are a couple of ways technology is changing the way we work together.
Date Published June 12, 2012 - Last Updated May 11, 2016
My staff and leadership team have been thrilled with the results of the iPod deployment. We’ve increased our productivity, as well as our communications with our customers. And while my team has focused solely on the iPod solution, there are other options out there. Any Android or BlackBerry...
Date Published June 12, 2012 - Last Updated May 11, 2016
Intelligent swarming is a dramatically different way to organize the support organization, challenging thirty years of accepted practice and structure in support. Let’s examine what is driving this change, how it works, where it applies, and why it can be a more efficient and effective way to...
Date Published June 12, 2012 - Last Updated May 11, 2016
In 2008, Citrix launched a BYOD (“bring your own device”) program for its worldwide employee base. Already a leading provider of virtualization, networking, collaboration, and cloud technologies, Citrix set the stage for their IT support teams to begin embracing the transformation taking place...
Date Published June 12, 2012 - Last Updated May 11, 2016