by Sandra Hanna published

Bomgar’s New Self Service Center

Responding to our customer requests and needs, we recently implemented a new Self Service Center (SSC). The SSC gives you access to in-depth Bomgar technical information and your support incidents 24 X 7. To access the SSC and activate your login: -Browse to http://www.bomgar.com/support and click on the Login button, as shown below.

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by Nathan McNeill published

Help Desk FCR – Are we setting our sights too low?

Last week, we published the HDI Benchmark Report for Financial Services, the first in a series of industry benchmark reports for IT help desks. The data was originally collected for HDI’s annual Practices and Salary Survey, but for the first time we’ve broken it down by industry, allowing help desks to compare their performance with their direct peers.

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by LRichardson published

Steve Forbes & Bomgar at CIOSynergy

At the end of last month, Bomgar & CIOsynergy partnered to produce an energizing and stimulating event for IT professionals in the Atlanta area. With special guest Steve Forbes taking the lead, the event brought together 280 IT professionals to “discuss, debate, and challenge the daily hurdles of IT Leadership.” Forbes presented lessons in leadership and touched on topics from his recent book, Power, Ambition, Glory , a book highlighting parallels between leaders of the ancient world and today. Here's just one of our favorite lessons from the book:

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by Sandra Hanna published

Using Rep Invite to Avoid Escalations

When I first started in technical support at one of the top three computer vendors, we kept defining and redefining support levels and support agreements with our external customers. We would meet quarterly and spend a great deal of time talking about how many calls were escalated. What we didn’t talk about was how much dashing around the building and calling around we did to find the right resource that could help solve the customer’s escalated issue – a network issue, an operating system issue, a business application issue, even a memory/CPU board issue. It seemed like we were always looking for the expert with our escalations.

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by Vicki Brown published

Bomgar customers using Rep Invite – How & Why they use this cool tool

So here we go with another cool Bomgar feature highlighted by Sandra & now I’m calling in all kinds of favors to find out how Bomgar customers are really using Rep Invite.

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by Sandra Hanna published

Session Recordings Can Help You with Compliance and Training

Did you know that Bomgar has advanced and in-depth Session Recording features? You can configure Bomgar to automatically record support sessions and even presentations to Flash Videos. These recordings can help you meet internal and external compliance mandates, such as HIPAA or Sarbanes Oxley. They can also be used as a training tool within your support team, even training tier 1 reps to become tier 2 reps.

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by Vicki Brown published

Listen (and watch) Who’s Talking – Why Bomgar Customers are Using Session Recording

So what is that famous saying – a picture is worth a thousand words? I guess that’s why so many Bomgar customers use Session Recording, so they can see exactly what’s happening on support calls. I know Sandra mentioned this last week, but with Session Recording you can receive a video file or chat transcription of each Bomgar session.

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by Vicki Brown published

Bomgar helps Novell Improve Time to Resolution by Nearly 30%

In the latest edition of Novell SalesTalk, host Ross Chevalier speaks with Dave Cutler, VP of Global Technical Support at Novell, about the powerful enhancements the company has made to their Support Services offerings, including using Bomgar for remote support. In the netcast, Cutler states that Bomgar enables Novell to handle almost 80% of its service requests via chat, and that time to resolution has improved by nearly 30% since implementing the solution.

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by Sandra Hanna published

Deploying the Bomgar Button

Deploying a Bomgar Button gives your customers a quicker way to request support. Bomgar Buttons are a desktop icon and can be installed on Windows,Mac,and Linux computers.Bomgar Buttons can be deployed from the Representative Console or from the administrative interface. The Bomgar Button installs on the desktop of the user who is currently logged in at the time of installation.

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by lshulof published

How to Handle the Top Nine Dangers of Remote Access

“Remote access and security have always been diametrically opposing forces,” according to a new InformationWeek article published this week. We agree that security is a critical concern when it comes to remote support, which is why we’re focused on delivering the most secure solution on the market. In the article, InformationWeek outlines the top nine dangers that come with unfettered remote access, along with mitigation tips for each. A few of the dangers they address:

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