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- Ways to avoid making angry help desk callers even angrier
- Raging help desk callers have two motives: to vent their anger and get their problem fixed. Unfortunately, you may be the one who bears the brunt of their ire when you pick up the phone.To communicate effectively with irate callers, you need to understand their anger and know what may...
- Tags: Call centers, caller, help desk, help desk caller
- Technical articles 2003-07-07
- Best of 2001: Beware dangerous species of help desk callers
- The new year is the perfect time for lists. (Resolution No. 9: I will not eat more than four lunches at my desk each week.) For our part, we are offering a list of the top five most-read Support Republic articles of 2001. Click through and enjoy!Needless to say, the...
- Tags: Call centers, Network technology, Mike Walton, Jeff Dray, dangerous specy, help desk caller, help desk, Support Republic, species
- Technical articles 2002-01-07
- Download our list of help desk caller species
- Help desk callers come in all shapes and sizes. One IT support pro finally sat down and created a classification system Darwin would probably be proud of. Check out this lighthearted look at the species of end users who drive us mad.IT pros deal with end users of all types,...
- Tags: Call centers, Bill Detwiler, Train Spotter, help desk, species, help desk caller
- Technical articles 2001-09-20
- Additions to our classification of species of help desk callers
- End users come in all shapes, sizes, and personalities. With this in mind, one tech created a classification system that might have made Darwin proud. This list of help desk caller species was such a hit that we had to expand it.Many thanks to everyone who responded to my article...
- Tags: Call centers, Jeff Dray, help desk, help desk caller, species, Nice User, classification
- Technical articles 2001-05-23
Additional Resources
- Caller ID: arguments for and against enabling it on the help desk
- Were all familiar, I think, with caller ID. At the time your phone rings, your display indicates the telephone number and usually the personal or company name of the caller.The IT leadership of a client disabled the caller ID capability of telephones of the help desk staff. Their...
- Tags: support, Helpdesk, Help, General, Customer Relations
- Blog posts 2007-04-14
- "There's no such room" (the dangers of being sidetracked)
- I recently was doing customer service consulting and training for the IT organization of a university. As part of that work, I listened to calls that came into their help desk. Heres how one of them went:Caller: "Im in room 235 of Smith Hall, and I cant connect...
- Tags: Helpdesk, Help, Customer Relations
- Blog posts 2007-04-07
- Handling the misdirected call
- Have you ever called a company but reached the wrong department? Annoying, isn't it? However, if the person you called takes time to get you the right area, you feel better. Conversely, if that person proves to be useless, or transfers you to a second wrong department,...
- Tags: Department, Caller, Help Desk, Call Centers, It Operations, Calvin Sun
- Blog posts 2007-10-21
- Caller ID: arguments for and against enabling it on the help desk
- While I don't work at...a help desk, I do have a comment re: the following statement."On the other hand, by having caller ID, the analyst was in a better position to help the caller, even in being able to address the caller by name. By doing so, the call...
- Tags: Call centers, boxfiddler, help desk, caller ID, telephone
- Discussion threads 2007-04-14
- The 12 most dangerous species of help desk callers
- Support techs are well aware that end users come in all shapes and sizes. Thanks to IT pro Jeff Dray, they now can be classified. Download this list of help desk caller species for a lighthearted look at the folks who keep the help desk hopping.
- Tags: TechRepublic Inc., Species, Help Desk, Call Centers, It Operations
- Download resources 2001-09-19
- Network Caller ID (exe)
- With Network Caller ID you will be able to monitor modem for caller ID information, and broadcast it over your network. Prohram has build-in phone book, caller log. Adjustable small popup caller ID window. This version is the first release on CNET Download.com.
- Tags: Caller ID, Network, Prohram
- Software downloads 2007-12-19
- Take advantage of chances to build caller rapport
- We all know how frustrated and angry callers can be. We know how they can complain about us if they think were failing to treat them correctly. So, when the chance arises to build rapport with callers, take advantage of it. Here are some tips...
- Tags: Customer Relations, Helpdesk
- Blog posts 2007-03-19
- Implementing Knowledge Transfer Solution Through Web-Based Help Desk System
- Knowledge management is a process taking any steps that needed to get the most out of available knowledge resources. KM involved several steps; capturing the knowledge discovering new knowledge, sharing the knowledge and applied the knowledge in the decision making process. In applying the knowledge, it is not necessary for...
- Tags: Web, Knowledge, Help Desk, Strategy, Management
- White papers 2007-05-01
- Ascendis Caller ID (exe)
- Ascendis Caller ID works with your telephone company's caller id service to track and announce phone calls and block annoying telemarketers! Each caller can be announced with a variety of pop-up window options, pre-recorded sounds, and/or text-to-speech, and can trigger email, a hang up, or the program of your choice....
- Tags: Caller ID, Microsoft Outlook, Microsoft Office, Office Suites, Software
- Software downloads 2006-01-31
- Audio Caller ID (exe)
- Audio Caller ID keeps you in control of all your incoming phone calls. Audio Caller ID is very easy to use. It will announce a caller's name over your computer speakers, e-mail you when specified calls are received, and even block calls you choose. Audio Caller ID uses the latest...
- Tags: Audio, Caller ID, Call, Audio Caller ID, Modems, Productivity, E-mail, Web Site Development, Hardware, Components, Online Communications, Internet
- Software downloads 2006-11-14
- caller ID
- we have internal network at our company , and i have LG faxmodem on my 98w. pc,,, is there any way to add ID caller to this pc. so i can specify the caller from inside the company???thanxtry the sight belowhttp://www.yes-tele.com/
- Tags: caller ID, ewsaw99@..., networking, programming, software
- Discussion threads 2007-01-16
- Computer-based telephone management solution
- I'm interested in getting a computer-based solution to address annoyance problems like telemarketers and fax machines.I'd like a solution that does something similar to this:- Intercepts incoming calls before they ring the phone- If a fax call, route through fax software, record the fax and email it to me.- If...
- Tags: computer, david_lundy@..., caller ID, fax, phone
- Discussion threads 2007-10-18
- WhoCalls (zip)
- WhoCalls will use your modem to detect the CallerID of a calling party. Caller ID (caller identification or CID, and more properly calling number identification CNID, also known as CLID=calling line identity or CLIP=calling line identification presentation) is a telephone service that transmits the caller's number to the called party's...
- Tags: Phone, Caller ID, WhoCalls, Caller Information, Modems, Telecom & Utilities, Hardware, Components
- Software downloads 2008-01-04
- Volcano V92 Caller ID
- Hello everybody,I have a volcano V92 modem with modem on hold feature.does this modem have a caller id, i try at+vcid=1 command but didn't work. how can this modem have caller id enabled, with commands? or with driver update ?thanksYes, all v.92 modems will have caller ID. You should check...
- Tags: Modems, modem, caller ID
- Q&A 2004-11-16
- CALLER ID FOR PC - CALLER ID software (exe)
- Complete program for telephony. Electronic secretariat, record of sound, dialing, agenda for the InterNet, auto backup, lan caller id, occult wheel, control for password, dialing for the agenda. In case of doubts we are the disposal.
- Tags: Software, Caller ID, PC
- Software downloads 2006-12-15
- Caller ID Events (exe)
- Caller ID Events--Turn your PC into a powerful CallerID box with calls log, e-mail notice and remote access. Caller ID Events 1.0 is a software that will tell you who's the caller: by name, by number, by picture, by sound, and even by voice. General point: Caller ID- Tapi or...
- Tags: Caller ID, Caller ID Events 1.0
- Software downloads 2005-06-29
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