Everything is changing and so is the IT department. Not only the focus, but also the users. Add the constant pressure of doing more with less and understaffing (about half) you probably end up with burned out Level 1 support employees. Under these conditions, it does not make sense to insist on the traditional Level […]
Part of my job title is “System Support Engineer” and thus I talk to many different types of users everyday. Although no two users are identical, there are some certain user types that can be difficult to manage. Here is my “top 5” list. Expert User This user type is by no means an expert. […]
It is important to have every edge you can over the competition in today’s highly competitive business environment. Internet technologies have matured and because of this, online shoppers have come to expect more from online sellers. In a fast-paced virtual world where almost everything has become automated, having the ability to wow your customers with […]
In today’s fast paced business environment, would-be straightforward tasks like maintaining customer relations have become more complex. With some companies, the support center consists of one or two people who answer the phones and handle all incoming problems. As you would imagine, call volumes and customer expectations often exceed what the staff is able to […]