Are you looking to save significant costs and streamline your enterprise architecture, especially if you have many locations or remote workers? Would you like to create a technology infrastructure that is stable, robust, and runs like the Energizer Bunny? Would freeing up your staff and allowing...
Date Published May 25, 2012 - Last Updated May 11, 2016
Recently, my mom and I were loading up my mom-mobile after a day of shopping. With two tykes in tow and armloads of swag, I set my BlackBerry down on the bumper of my car so I could strap one of my tiny shoppers into her car seat. My mom, slightly exhausted by what I call a normal day, tossed...
Date Published May 25, 2012 - Last Updated May 11, 2016
As consumers continue to seek customer support online, there is tremendous opportunity for companies to enhance their customer service in real time. While social media as a platform for CRM takes the spotlight these days, consider the value more traditional service channels offer to connect with...
Date Published May 23, 2012 - Last Updated May 11, 2016
You’re considering purchasing a fabulous new driving machine, with some of the most innovative features available in automotive technology today. In order to build and deliver this mechanical marvel, the manufacturer installed an instrument panel in the center of the windshield, creating a...
Date Published May 23, 2012 - Last Updated May 11, 2016
In 2010, TECO Energy, one of the largest energy and utility companies in Florida, faced a computing infrastructure of aging hardware and obsolete software that created stability and performance problems and hindered business productivity. Most of the company’s 2,800-plus desktop and laptop...
Date Published May 23, 2012 - Last Updated May 11, 2016
Over the last several years, HDI has collected information about technology use in the IT service and technical support help desk/support center. This year, for the first time, HDI has collected similar information for the desktop support industry. In this article, we will present the results...
Date Published May 23, 2012 - Last Updated May 11, 2016
As today’s organizations proceed with upgrades to Windows 7 and Office 2007 or 2010, many are finding that the action plans they need are very different from the plans they used for previous upgrades, with particular regard to the migration of users to the new applications. Of course, there are...
Date Published May 23, 2012 - Last Updated May 11, 2016
Your CEO just returned from a two-week business trip. Company data is normally backed up to the network via VPN, but not this time. The only copy resides on your CEO’s hard drive and it can’t be accessed. You’ve been contacted because that data is mission critical to the enterprise and your CEO...
Date Published May 23, 2012 - Last Updated May 11, 2016
According to the 2010 HDI Support Center Practices & Salary Report, only 19.9% of all centers are offering chat as a contact channel. With adding value and reducing costs at the front of most IT leaders’ minds, is this the right time to increase your support capacity by adding chat? And are the...
Date Published May 23, 2012 - Last Updated May 11, 2016
When a group of IT service or technical support professionals gather, one can almost always expect to hear chatter about password resets. On average, about three out of every ten tickets received by support centers are related to password resets. This finding, from a recent HDI Research Corner...
Date Published May 23, 2012 - Last Updated May 11, 2016