News Coverage

5 Recommended Steps to Limit Employee Access: An Interview with Boatner Blankenstein

— According to a recent Ponemon study, 71% of employees have access to information within a company that they probably shouldn’t have. This is one problematic slice in the cybersecurity pie. There are obviously many problems that can lead to a data breach. Full Story

Six KPI’s every Service Desk Manager must know

— Most have of us will have a range of KPIs that we must achieve as a part of delivering successful services. But how do we ensure on a day-to-day basis, that our efforts are in fact contributing directly to that success? In this piece Stuart Facey (Bomgar) talks about the six ‘must know’ KPIs and what simple actions you can take to make sure you have a real-time view of your team’s success. Full Story

Second Gen Remote Support Software Offers Improved Security

— For fuller, more comprehensive customer support today, contact centers are turning toward more collaborative, remote solutions. Beyond simple co-browsing and screen sharing, remote support software now allows agents to handle all kinds of technical support calls, access a full audit trail of remote connections, and even incorporate chat functions and survey options within the support portal. Full Story

It’s Time to Remove the Silos of IT Support

— The times have changed in terms of what users expect when consuming information and services. The new consumer expects information quickly and in the manner they want to receive it (Google search, Twitter, Wikipedia, e-mail, etc.). In an age of instant information, what customers expect from support is changing as well. It’s becoming more common today for customers to post an issue on social media or in a forum and find their problem quickly addressed and possibly even resolved within minutes instead of hours or days. At the very least, a speedy response by chat or e-mail is now considered par for the course. On the flip side, if these new expectations aren’t met, a frustrated customer can now share their unsatisfactory support experience with the world without moving from their chair. Full Story

Goodbye PcAnywhere: Time for New Remote Support Solutions

— If you’re a pcAnywhere stand-alone customer, it’s time to migrate to a new solution. In case you haven’t heard, Symantec announced in November that its remote control stand-alone product is no longer available, and as of next Nov. 3, it will pull the plug on support. Fortunately, Symantec has been working to provide customers with a smooth way to migrate. The company is recommending pcAnywhere customers upgrade to the Bomgar Remote Support Solution, and has partnered with Bomgar to offer customers preferred pricing. Full Story

The “Killer KPIs” That Every Contact Center Executive Should Watch Closely

— Knowing what Key Performance Indicators (KPIs) to focus on can be tricky, although most contact center executives have an idea of the core ones to track. So what are the KPIs that every contact center exec should know and measure? Full Story

Top Cybersecurity Issues of 2014:  Overrated or Underrated? IndustryView

— From the Target breach in late 2013 to the Sony hack this December, cybersecurity has been in the news repeatedly throughout the last 12 months. But how many of these stories were media hype, and how many were serious threats? For this report, Software Advice selected six themes that received substantial media attention in 2014: the “Year of the Breach,” the Heartbleed bug, the death of antivirus, the rise of mobile malware, the threat employees pose to businesses and the recent upsurge in security spending. We then asked industry thought leaders and security professionals to decide which were “overrated” or “underrated,” and why. Full Story

Envisioning the Contact Center Agent of Tomorrow

— To say that we live in an age of instant information would be an understatement. For most people, the answer is almost always literally at their fingertips as touch screens and mobile devices continue to change how consumers find and digest information. These technical innovations of our connected world have also permanently altered a number of traditional processes, including customer-facing support. Consumers expect timely, seamless issue resolution, and have no qualms about expressing their frustration with ineffective methods via social channels. Full Story

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

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| Senior Director of Public Relations Bomgar Corporation

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