News Coverage

Predicting The Future: The Trends That Will Drive Contact Center Management In 2015

— In an evolving customer service and contact center industry, the only constant is change. As 2014 draws to a close, it is important not only to reflect on the past year but also to ponder where the sector may go in the future and how those in the industry can prepare for change. We asked a few industry insiders for their views on what the new year might hold for the contact center industry. Full Story

University of Westminster uses remote support services to provide a great user experience

— Satisfying the varying demands of technology users in the digital age is a tough task. But the challenge is particularly tough when your user base consists of more than 22,000 people, from a variety of age groups across a range of sites across London. That is the day-to-day mission of Lee Rose, associate director of information and communication technology at the University of Westminster. He and his team have to support the technology needs of 20,000 students and 2,300 staff members. And those requirements have changed radically in recent years. Full Story

How Technology From Classic TV, Movies Can Teach Lessons to Today’s IT

— Technology is embedded in our workplaces, our homes and everything in between. We rely on our mobile phones to keep us connected to emails and text conversations. We rely on security cameras and sensors to keep us connected to a physical space, even when we can't be there ourselves. Some of us use wearables to track our daily movements and health habits. The nature of technology and its use are evolving. Whether it's larger screen sizes on mobile devices, Internet-connected devices in the home or your own personal flying drone, technology is always expanding to suit our tastes and needs we didn't realize we had. Full Story

Securing your weakest data breach links

— Data breaches through insiders—or trusted employees, contractors and vendors who have access to your network—are becoming more and more common. For example, the recent JP Morgan breach began when hackers compromised one employee’s username and password to a web development server. The major breach at US retailer Target started when hackers stole credentials from an HVAC vendor who connected to Target’s network for invoicing and billing purposes. Full Story

The service desk Halloween – support tickets IT fear the most

— The role of the service desk is to provide assistance when things go wrong. From individual IT problems through to more strategic, continual service improvement initiatives and problem management programmes, the overall aim is to keep people working in an efficient way. However, life is not perfect and not everything runs smoothly. In light of this spooky time of year, we thought we’d ask service desk professionals about the IT support tickets they fear getting the most Full Story

Scariest IT Requests

— Bomgar, a provider of enterprise remote support solutions, surveyed its customer-base of IT professionals to develop a list of possibly the scariest IT support requests. Full Story

Tech Guest Viewpoint: Remote Access Helps Solve Retail Tech Challenges

— The evolution of POS systems and other in-store innovations, such as self-service checkout and mobile payments, are changing how grocers serve their customers. While these solutions introduce convenience, they often result in a greater number of in-store devices and systems, as well as an increasingly complex computing network. Full Story

Health IT Pain Points Defined

— Health IT pain points seem to be lingering long despite the never ending promises and hope eternal new technology innovation seems to offer. Every sector has its prickles, no doubt, and much is left to overcome in healthcare, but given the complexity and the copious amount of change and development here, it’s of little surprise that pain is being felt. Full Story

Remote IT Support

— Bomgar software version 14.2 enables technology support professionals to access and fix nearly any system or device remotely, anywhere in the world. Support teams use the software to fix remote desktops and laptops, servers, switches, smartphones and tablets. The software’s Jump Client Access Schedule enables granular control over access, allowing governments to set specific days and times when access is permitted, to prevent productivity disruptions. Full Story

Remote Solutions Can Help Hotels Bolster Security

— Hotels are increasingly introducing technologies such as mobile booking, standalone check-in kiosks and next-generation CRM platforms in order to interact seamlessly with guests and enhance the customer experience while also improving their own operations. According to Hospitality Technology’s 2014 Customer Engagement Technology Study, 80 percent of hotels plan to have a mobile app by the end of 2015 and 49 percent will focus on developing tablet-based check-in in 2015. According to the report, large brands are leading the way: Marriott has implemented mobile check-in and check-out at 500 hotels and Starwood is piloting the use of smartphones as room keys. Full Story

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| Senior Director of Public Relations Bomgar Corporation

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