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- Managing those extra tasks
- There's a minefield of tasks out there, coming your way from an overzealous manager with such preambles as "can you just-" "would you mind popping over to-," and "when you've got a moment-." Beware: sometimes these "half-tasks" are more involved than you think. by Jeff Dray
- Blog posts 2008-07-14
- The importance of live logging
- Yesterday, I was yet again reminded of the importance of getting into the habit of live logging help desk calls. For anyone who is not familiar with the term, "live logging" means keying the information into the call logging system as the call is in progress, rather than noting the...
- Blog posts 2008-05-17
- Help your end-users make Help Desk calls the right way
- If you've managed a Help Desk for very long, you know the frustrations your staff feels when dealing with callers who can be irritable and demanding. It helps to counsel your staffers to keep their calm and explain things patiently to the caller, but it may also help to give...
- Blog posts 2008-05-08
- Being part of a team
- When you work on the road, you spend a lot of time alone, and it is very easy to forget that you are part of a team. I am reminded of part of a poem by John Donne (1572-1631) English metaphysical poet: No man is an...
- Blog posts 2008-05-02
- Are you a good listener? How can you tell?
- Some of the skills you need on a help desk aren’t immediately obvious, a good working knowledge of the technology and the company that you are supporting is a given, but the smaller stuff counts for a lot as well. Take the call I made today, where...
- Blog posts 2008-03-26
- Removing the human element from customer service removes the intelligence
- As with many organisations, ours has adopted an automated system for distributing job tickets to the field force. It is mostly a clean and efficient system and passes the calls to the correct person but, being a computer program, cannot take the human element into consideration. ...
- Blog posts 2008-03-19
- VoIP over Windows Mobile: Don't touch those minutes
- Remember when most of us had to pay for our Internet service by the minute or hour -- or by the megabyte? Those who are old enough to have used CompuServe, Prodigy, or AOL in the late '80s and early '90s racked up some big bills for that metered service....
- Blog posts 2007-11-16
- Siemens HiPath OpenOffice: Unified communication SMB solution
- Communication in the enterprise can be an opportunity to reap the rewards of mobile employees or gasp in a milieu of connection points. Enter, unified communication solutions -- a single point access to all your communication needs. And Siemens HiPath OpenOffice is a unified communication product tailored for the SMBs....
- Blog posts 2007-10-26
- Is Microsoft VoIP ready for prime time?
- Last spring, Microsoft representative Jeff Raikes predicted that VoIP would move from hardware- to software-based in the next few years and that this move would bring down the cost of business VoIP considerably. We last took a look at Microsoft VoIP in January, and, as expected, things have changed in...
- Blog posts 2007-10-12
- The blurring lines between VoIP, PSTN, and cellular
- This past week, I've been testing several voice services that really offer a taste of what the future of telephone service will be like. We've come a long way since my childhood, when the family had not just a single phone line but a single telephone handset that sat in...
- Blog posts 2007-09-28
- Don't forget to keep the helpdesk in the loop
- With all the new methods for communications that we have embraced in recent years I feel it is time to re-introduce the world to a method that has been working pretty well for a number of years. I refer, of course, to that underused medium, the human...
- Blog posts 2007-09-24
- What's on your VoIP wish list?
- Those who were on the cutting edge and became early adopters of VoIP can best appreciate just how much the technology has improved over the last decade. We've come from very basic but cheap phone service of questionable reliability and quality to services that offer many more features than a...
- Blog posts 2007-09-21
- Bullying in the workplace â€" Do you tolerate it?
- Just lately I have been noticing that the more I do the more pressure I receive to do even more.It's summer holiday time so we field engineers are somewhat thin on the ground and the number of urgent calls seems to be increasing.A major UK bank has a large corporate...
- Blog posts 2007-08-10
- Use Excel's Moving Average add-in to predict customer service call load
- Monitor and predict call center volume using Excel's Moving Average add-in, which can help you spot trends that may warrant further attention, saving you headaches down the line. UPDATE: You can download an Excel example of this tip here.Your call center manager notices that the center has received an...
- Technical articles 2007-04-17
- SolutionBase: Creating a secure and reliable VoIP solution
- Follow these steps to remove the chrome frame from your browser windows. If you're considering a switch to VoIP, you may be wondering about security and reliability issues. You know VoIP uses the Internet in most cases to transmit calls, and Internet security breaches are featured in...
- Technical articles 2003-09-30
- Meyoo Web Phone 0.7 (Windows)
- The Meyoo Web Phone introduces the Web Phone Address WPA that looks almost like your e-mail address, but in fact is a telephone number. Enter a WPA directly into your browser's URL field to start a call. See a picture of the caller before you pick up, see the online...
- Software downloads 2002-11-29
- Fake Calls 1.2 (Mobile)
- Simulate calls with this great application. Have you ever been in the situation where you need the perfect excuse to get out of the room or step out of an annoying conversation? Easy: Open FakeCalls and within seconds or minutes the application will simulate a fake call. (No real calls...
- Software downloads 2009-03-12
- StoneTable 4.2.0 (Mac)
- Replace the Macintosh List Manager simply and leap past its limitations. You can often begin by making minor changes to your application to replace the List Manager by changing the "L" prefix on the List Manager function calls to "TMX_" for StoneTable function calls. Then by adding a few more...
- Software downloads 2002-01-08
- CallZap 2.2 (Windows)
- CallZap uses your computer modem and caller-ID service to monitor and block unwanted calls automatically. CallZap allows you to add any name or phone number to the block list. When a call comes in, CallZap searches your block list for the caller s name or number, and if the caller...
- Software downloads 2004-02-27
- iCall 4.0.0.20 (Windows)
- iCall is software that enables you to make completely free PC-to-phone and PC-to-PC calls. iCall includes features such as free customizable voicemail, incoming numbers, call forwarding, toll free numbers, caller ID, free directory service and dirt cheap international calling. iCall sounds better than a traditional telephone, features an extremely intuitive...
- Software downloads 2008-12-16
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