Bomgar Blog

by LRichardson published

For the Love of Bomgar - A Valentine’s Contest

It's Valentine's Day and love is in the air! So we were wondering – how much do our users love Bomgar? We’ve learned that some of you are pretty avid fans, and we want to give you the chance to profess your love to the world and get rewarded for it! So starting today, we’re asking you to submit your own Bomgar valentine. Send us a short video (2 minute max) to let us know just how much you treasure that oh-so-helpful, happy orange box. Are you a support rep or simply someone who loves being “Bomgared”? It doesn’t matter! Anyone who uses Bomgar is welcome to express their love. Get your IT gang together or go solo. Tell a story, sing a song or simply say how you feel. Use music, use words, use pictures – the sky’s the limit. It can be short or long, crazy or straight forward - whatever you want!

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by lshulof published

My Favorite Customer Service Person is…Me

Yesterday, Bob Evans of InformationWeek relayed an amusing story by Mark Hurd in his article, “Global CIO: Oracle's Mark Hurd Calls Out Deadly IT Strategies The customer-expectation gap: Hurd relayed a funny story about driving to the airport with his daughter and being "impressed" that when he made a phone call to try to find out at what gate an incoming flight would be arriving, he was greeted by a voice-recognition system instead of having to wait interminably for a human being to answer. "I thought, wow, this is great—this is real progress," he said with a laugh. "Of course, the voice-recognition system didn't work at all—I'd say, 'San Francisco' and it would ask, 'San Diego?' over and over. But to me, even though it didn't work, that was progress because my generation was trained to expect and accept bad customer service. My daughter looked at me and said that I'm the only person in the world who would try to do that," and she then used her iPhone to get the gate information in a few seconds. So as this new always-on, always-connected generation comes of age, Hurd says, companies will have to find ways to rapidly and elegantly close that yawning expectation gap in customer service.

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by Joel Bomgar published

If You “Under-Hire,” You Will “Over-Fire”

Two of my favorite blogs are written by Marc Andreessen and Ben Horowitz (founders of the new VC firm Andreessen-Horowitz). Both individuals have impressive track records building companies and investing in the next big thing at just the right time. Ben Horowitz recently wrote a post titled, “Hiring Executives: If You’ve Never Done the Job, How Do You Hire Somebody Good?”

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by LRichardson published

Community Spotlight - Shane Fontenot

I’m very excited to be highlighting Shane Fontenot as our next Community Spotlight guest. If you’re a member of the Bomgar Community, you are sure to recognize Shane’s name. He’s been our top contributor for a very long time, and no one has been able to dethrone him!

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by Robert Minnaugh published

Soaking up the sun with global enterprise remote support

You have your enterprise remote support operations working great at the local level, maybe even the regional level, but when the sun goes down at headquarters, how can you ensure you’re delivering the same best-in-class level of support across multiple time zones or even the whole world? Can you literally follow the sun with your support operations? Here are a few challenges to consider:

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by LRichardson published

Introducing Bomgar Version 10.6!

We are excited to announce the newest version of our Bomgar solution – Bomgar 10.6. Featuring the introduction of our new Bomgar Atlas Technology, this release takes another big step towards true, global, collaborative remote support by allowing companies to centrally scale and manage their support operations. 10.6 also boasts some big reporting enhancements, headless Mac support, and more!

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by Troy Harrison published

Blurring the Lines

I found this and other great cartoons on the Unisys blog, and I thought it was a nice tie in to a recent eWEEK LABS article[1], where Editor in Chief, Jason Brooks, voiced an interesting thought. We have all heard about the so-called “consumerization of the enterprise”, but Brooks’ article rightly points out that there is also a trend of “enterprization of the consumer.” The lines, which were once so well defined, are continuing to blur. The power and complexity that was formerly only available to “big business” is now found in the hands of individual consumers. At the same time, consumer-purposed products are continuing to invade the enterprise.

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by LRichardson published

Introducing the Community Spotlight!

As an interactive member and manager of the Bomgar Community, I am constantly amazed by the knowledge and breadth of our users – whether it’s someone who seems to know all the “ins and outs” of using Bomgar, or someone who consistently makes time to help other members with their questions. Therefore, I am starting a new blog series that will highlight some of these incredible members.

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by Joel Bomgar published

Experience is Great… Except When It Isn’t

I read an interesting article the other week about older versus younger entrepreneurs. One specific sentence in the article got me thinking. “Furthermore, and less tangibly, older workers are more likely to have the management experience necessary to set up a company and keep it running.”

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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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