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Thursday, February 02, 2012
The new help desk: Agile, educational, efficient Whether it's a "teaching moment" at the University of Georgia, a system that provides more efficient tracking at Peugeot, or a start-up that relies entirely on a Web-based tool for every ticket, support teams are evolving fast
Thursday, March 04, 2010
Telework doesn't affect leaders' performance: Ivey The report from the London, Ont.-based Richard Ivey School of Business found that transformational business leaders with good communication skills can lead just as effectively face-to-face as they can remotely. Find out what impact this finding could have on enterprise IT shops
Wednesday, February 17, 2010
Rogue antivirus program comes with tech support Live PC has online support designed to convince victims that the product is legitimate. The agent answers queries by instant message. Symantec Corp. warns support staff try to persuade users to buy products for up to US$100.
Monday, November 17, 2008
18,000 VW-riding geeks drive Best Buy's success Best Buy's Beetle-riding tech support teams have been credited for bumping up the company's annual sales numbers by as much as $6.2 million. Bob Willet, Best Buy CEO, reveals how IT shops can achieve ambitious projects and empower teams to innovate 
Monday, December 18, 2006
Mysteries of the broadband world Recently, two scientists won the Nobel Prize in physics for providing “increased support of the Big Bang...” Whew. Now, perhaps they’ll have time to solve a more pressing mystery of the broadband world: Why you can’t get 3Mbps of information through a 3Mbps connection. 
Tuesday, October 31, 2006
Editorial Viewpoint - They’re still not getting it Recently I had to make a purchase from a major retailer via the telephone and I felt a lot like that guy in the TV commercial who calls in for customer support and can’t make himself understood by the voice recognition software. Then he ends up waiting to speak to a service rep, and a recorded voice cheerfully informs him that his position in the queue is “One” (visible relief) “...hundred.” (ohmygod!!!) 
Wednesday, April 27, 2005
Don’t let the (software) bugs bite If you thought the quality of the software you’re buying is something you could take for granted…well think again! According to one expert, there is a long history of products being launched before they are fully debugged. As a general practice, software companies release a product once it reaches at least 80 per cent functionality.
Tuesday, June 01, 2004
Microsoft plans for expansion in India Microsoft Corp. is planning a number of moves that will increase and potentially consolidate its development activities in India, according to company officials and sources.
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