by lshulof published

Help Desk Calls On the Rise: How can support desks respond?

Patrick Thibodeau’s article from last week, Help Desk Calls on the Rise, told us three things: 1. calls to IT support are steadily increasing 2. technology is becoming more complex 3. and readers have some very strong opinions concerning IT support What it did not tell us, at least not in detail, is how enterprise IT support departments can successfully adapt to the increased workload and complexity of technology. We have a couple of ideas on that front.

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by Joel Bomgar published

Focus is Important for Businesses of All Sizes

At Bomgar Corporation, it took us about three years from the start of the company to understand the true power of focus. After launching the company in the summer of 2003 with some new and innovative screen sharing technology designed for technical support, we quickly fell into the trap that most companies do: diversifying too soon. About 18 months after launching our initial product, we introduced another product for consumer remote access (AccessDesk) and another for online presentations (PresentationDesk). We should have known better, but everything you read shouts “Diversify!” After lackluster results, massive distraction caused by the new products, and a good dose of reality delivered by Al Ries’s award-winning book Focus, we finally killed the two new products and put everything we had into building the best enterprise-class remote support technology on the planet. Now, more than seven years since the launch of our core product, that vision is coming true. It wouldn’t have happened without some serious attention to FOCUS.

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by Troy Harrison published

Tech Support from 30,000 Feet

While on a recent business trip, I was provided a coupon for GoGo Inflight Internet service. Of course I had to jump online and try a Bomgar support session! I quickly connected, launched my Bomgar Representative Console, and connected to my wife's Macbook. I was able to take care of the list of to-do's she had prepared for me--updated the operating system, fixed a printing issue, etc. Given the fact that I was on a plane, my expectations around performance were not high. In reality, however, the performance was excellent. I was as productive as if I had been sitting at my desk. This also held true when I was camping earlier this year. I had my laptop tethered to my mobile phone and was able to Bomgar in from deep in the woods.

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by Nathan McNeill published

WikiLeaks and the End of Secrets?

Apparently, even the U.S. State department can’t keep its secrets anymore. The most recent WikiLeaks disgorgement amounts to a Facebook page on the department’s real likes and dislikes across a range of international relationships…although it’s not likely to make many friends.

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by Gary Brooks published

Are CIOs Ready to Support the Millennials? - Part 1

Ronald Schmeizer’s guest post on ZDNet’s Dana Gardner’s blog, Millennials don’t want enterprise IT to party like it’s 1999 and the Genesys Customer Service Guide: Customer Experience for the Millennial Generation left me wondering just how ready CIOs are to provide IT support to the tech native, socially networked, highly resourceful millennial generation. I’ve always admired how well my veteran CIO friends deal with living under a microscope; routinely scrutinized by virtually everyone in their companies. But I wonder if they’re ready for the level of scrutiny they’ll receive from this new wave of Millennials who feel they “can get sophisticated IT stuff done without the IT department.” In comparison, Millennials seem to be armed with personal atomic force microscopes capable of seeing things as small as a strand of DNA.

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by LRichardson published

5 Days of Bomgar Holiday Giveaway!

The holidays are just around the corner, and Bomgar is in the giving mood! We have a week of contests and giveaways planned just for you - our loyal Community members, Facebook fans and Twitter followers. You’ll have several chances to win great Bomgar gear for yourself or for that special IT pal. And the best news is the more you participate, the better your chances are to win a shiny, new, must-touch-it iPad!

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by Robert Minnaugh published

A Printed Dictionary, a Thesaurus, and a Toy Dinosaur… What Do They Have to Do with Support?

Yesterday my five year old daughter found my old printed dictionary and thesaurus and was using them as “mountains” when playing with her plastic toy dinosaurs. Forgot I owned them – the dictionary and thesaurus that is, not the toy dinosaurs. This got me thinking, how often do we actually reach for a real reference manual, either printed or online, anymore when we can just type our question into Google or post it online for our social networks to answer?

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by LRichardson published

5 Days of Bomgar Holiday Giveaway Begins!

5 Days of Bomgar is Here! The holidays are just around the corner, and Bomgar is in the giving mood! We have a week of contests and giveaways planned just for you - our loyal Community members, Facebook fans and Twitter followers. You’ll have several chances to win great Bomgar gear for yourself or for that special IT pal. And the best news is the more you participate, the better your chances are to win a shiny, new, must-touch-it iPad!

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by Sandra Hanna published

Apple iOS Configuration Profiles - Bomgar Troubleshooting Tip

We know that many of you are now being asked to configure iOS profiles for iPhone, iPad and iPod Touch devices. We definitely heard your requirements, and Bomgar began supporting Apple iOS Configuration Profiles with 10.5.2, released in August, 2010.

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by Gary Brooks published

Are CIOs Ready to Support the Millennials? - Part 2

There are hundreds, possibly even thousands, of articles, blog posts and studies like the Genesys Customer Service Guide: Customer Experience for the Millennial Generation that suggest the millennial generation is huge, very different, tech-savvy and has much higher expectations for customer support than any previous generation. While most millennial research is not directly related to IT support, CIOs who want to remain relevant or those who wish to become CIOs should pay close attention to the trends related to the millennial generation.

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