Customer Service for aNew Generation of Customers
The Front Line
Working in customer service is stressful….and the holiday season only makes it worse. It is especially stressful for the front line help desk technicians and customer service reps that deal directly with increased call volume, longer hours, and short tempered customers. Hey, everyone is stressed during the holidays – not just IT. Lauren […]
Zypr is a new voice-powered, cloud-based API for software developers to easily integrate the Web’s best services and data across multiple platforms. Voice controlled applications can be built for a growing number of supported services and platforms including: Google, Twitter, Facebook, Yelp, and Amazon.
The Zypr API
Siri may be an amazing product, however, it is closed […]
Keynote, Day 2 – Today’s keynote focused on the Salesforce.com platforms and technologies that can be used to build a social enterprise. Read more about the social enterprise here. Salesforce is offering a number of new solutions for creating next generation enterprise apps. A common trait among the solutions is openness – allowing developers to utilize […]
Keynote, Day 1 – An interesting introduction by Salesforce.com CEO Marc Benioff sets the stage for the DreamForce 2011 conference. It is no surprise this years conference will focus on the social enterprise and how to utilize the information of social networks. More importantly, how to “bride the gap” and integrate existing solutions with emerging […]
Here are a few examples of how marketing teams can take a buzzword and run away with it. Each commercial shows a product unrelated to the cloud and existed long before the buzzword arrived. In the pre-cloud era these solutions were called flickr, or ftp, or file-sharing or remote desktop….
Industry buzzwords lead to confusion. This […]
View Your Customers as a Support Resource
Some of the best troubleshooting advice and product support I’ve received has come from other customers. Not to say helpdesk agents aren’t helpful – they are great resources when one can be found. But, if a problem can be solved before ever going to the helpdesk it undoubtedly benefits […]
If you haven’t already, you should take a moment to read the story of how the group named Anonymous was able to hack, compromise, and deface computer security firm HBGary. A must read for…well, just about anyone.
The techniques used by Anonymous were not new. In fact, it is alarming that the simple approach used to gain access […]
Tonight, IBM Watson, a powerful AI computer, will compete on the television quiz show Jeopardy! against two of the shows all-time champions. Watson is part of IBM’s DeepQA research project which aims to tackle the difficulties involved in natural language processing and knowledge retrieval.
More precisely, IBM states:
“Watson is an application of advanced natural language processing, information retrieval, knowledge representation and reasoning, and machine […]
Even though the term may be overused to the point of annoyance, there is one very real advantage to using the cloud: elasticity. Elasticity is a key advantage of the cloud and using it has a number of benefits.
iPhone apps useful for Professional Services and Field Technicians. Some of these may also benefit a salesperson. These apps help road warriors or mobile technicians keep travel organized, manage time, and stay in contact with other team members throughout the business trip or onsite service.
Bryan Johns from Digium shares a few factors to consider when choosing between the cloud and on-premise solutions for your PBX services in:
PBX in the Cloud or in the Closet?
Many of the factors Johns mentions can also be considered when choosing between an on-premise or Hosted/ SaaS helpdesk solution (or other vital business service). A […]
We have compiled a list of helpdesk software applications with native iPhone apps. We also searched Android, Windows Mobile, and BlackBerry app marketplaces and listed other native apps where applicable.
10 useful iPhone apps for IT, helpdesk, and other technical staff. This collection of iPhone apps will focus on utilities for file management, network monitoring, and server management. We have also tried to choose free apps or apps with a free/lite version.
With all the apps and app markets, we are dedicating a whole series of articles to IT and helpdesk apps. We will cover iPhone, Droid, Windows Mobile, and the enterprise app marketplaces.
Welcome to the HelpDeskReport blog. We will be discussing everything from tiny apps to full blown federated solutions for managing all of IT. So, if you are in IT or service management you may want to bookmark this page and stay tuned.