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- Three tips for dealing with callers on the "Socratic Helpdesk"
- Socrates died in399 BC, of Hemlock poisoning. He drank it after being sentenced to death forthe crime of corrupting the youth. Times have changed, and today he would begiven his own radio show. Before histrial, Socrates was most well known for asking questions. He questionedeveryone on every topic, particularly his...
- Tags: Call centers, Printers, Pat Vickers, help desk
- Technical articles 2007-05-15
- Test before you install that printer
- Before installing that new piece of hardware or software, it's a good idea to do a little testing. Here's some information on how testing helped one tech avoid a printer nightmare.How much time do you spend testing? In the 11 years I’ve been in computer support, I’ve probably spent as...
- Tags: Printers, Pat Vickers, printer
- Technical articles 2001-01-03
- Avoid asking users for their passwords
- Does your help desk routinely ask users for their passwords? Maybe it's time to rethink this policy. Find out why it's important for techs to set a good example and not ask for or accept a user's password.A few days ago, I needed to update a computer. When I arrived...
- Tags: Pat Vickers, password
- Technical articles 2001-01-08
- Talking Shop: Connect with your users through computer room tours
- Learn how to make IT less of a mystery to end users by giving tours of your departmentTechs are always looking for new ways to connect with their users. Some send out regular tips through e-mail. Many stay in touch through a company Web site. I even know techs...
- Tags: Workforce management, Network technology, NETWORKING, Pat Vickers, switch room, training
- Technical articles 2000-12-18
- Members offer advice for protecting against cold/flu viruses
- Do you suffer from a cold or the flu each year? It could be your work environment. Find out what your fellow TechRepublic members are doing to stay healthy this winter and all year-round.Pat Vickers’ article “Techs can avoid cold/flu viruses by washing hands” examined the threat techs face from...
- Tags: Keyboards, Mice, PRODUCTIVITY, virus, Bill Detwiler, keyboard, TechRepublic Members, computer, mouse, Pat Vickers
- Technical articles 2000-12-07
- ServiceWare stands out at CRM/Support Services 2000 Conference
- At the recent CRM/Support Services conference, ServiceWare promoted its new Internet-based knowledge portal RightAnswers.com in a big way—by giving away a new car! Find out more about what RightAnswers.com has to offer.One objective for people who attended the Customer Relationship Management CRM/Support Services Conference in San Francisco was to find...
- Tags: Strategy, Pat Vickers, ServiceWare, RightAnswers.com, knowledge
- Technical articles 2000-11-16
- IT pros sound off on the Fall 2000 CRM/Support Services Conference
- The CRM/Support Services Conference is one of the premier customer relationship management and IT support gatherings. Find out how attendees rated the Fall 2000 event.I recently spoke at the Customer Relationship Management CRM/Support Services Conference that was held from Oct. 24-26 at the Moscone Center in San Francisco. My presentation...
- Tags: Help desk, Call centers, Pat Vickers, Cathy Whitaker, Becky Klotz, information technology
- Technical articles 2000-11-07
- See the latest IT support technology at the CRM/Support Services 2000 Conference
- The CRM/Support Services 2000 Conference is one of the best places to see what's new in customer relationship management and IT support technology. Find out more about some of the latest technology on display at this year's event.One of the best benefits of being a TechRepublic contributor is covering IT...
- Tags: Help desk, Call centers, Customer relationship management (CRM), Advertising & Promotion, Pat Vickers, Teloquent Interchange, Deskartes Domain, Remedy Corp., CRM, IT Support, information technology
- Technical articles 2000-11-02
- Quick Tip: Protect yourself from colds and flu
- Stay healthy at workTechs are constantly touching other user’s keyboards, mice, and phones. While this contact may seem harmless, I have always theorized that this interaction is the cause of many a support tech’s misery during the cold and flu season. If I’m right, not only do support techs pick...
- Tags: Keyboards, Sales tools, Pat Vickers, keyboard, cold calling, Inlander, virus, flu, theory
- Technical articles 2000-10-31
- How to audit your help desk
- Testing the performance of your help desk can be very beneficial, but it has to be done properly. You need to make your staff comfortable with the process, and you have to make sure the right people are asking the right questions.Auditing. It can be an ugly word, bringing up...
- Tags: Call centers, Financial accounting, Pat Vickers, audit, auditing, help desk, team
- Technical articles 2000-06-08
- A winning bet: An executive combines horse racing with IT
- The marriage of thoroughbred racing and technology is big business. TechRepublic talked to the vice president of IT at the world's most legendary racetrack, Churchill Downs.It’s called “the most exciting two minutes in sports.” The Kentucky Derby is the first jewel in the Triple Crown of thoroughbred racing. It’s an...
- Tags: Strategy, information technology, Pat Vickers, Kentucky Derby, Churchill Downs Inc., Churchill Downs, racetrack
- Technical articles 2000-05-17
- How's your computer-side manner?
- When computers are sick, end users see you as the emergency room physician. Here's some advice for fostering a reputation as a good tech support analyst.Are most of your users cooperative and fairly easy to support, or are they belligerent and untrusting? The answer to this question may provide a...
- Tags: PRODUCTIVITY, Pat Vickers, computer-side manner, computer
- Technical articles 2000-05-15
- From the help desk: The power of an apology
- What's the best way to respond to an irate end user? Pat Vickers has the answer for help desk analysts.I had a wonderful opportunity a couple of months ago to speak with a group of help desk professionals at the CRM Support Services Conference. (You can read my report here.)...
- Tags: Call centers, Pat Vickers, help desk, apology
- Technical articles 2000-05-08
- Our greatest challenge is reliability: An interview with Mark Minasi
- Before she left the CRM and Support Services 2000 Conference and Expo in Washington, DC, TechRepublic's Pat Vickers talked to acclaimed NT guru Mark Minasi about DOS, Windows 2000, Linux, the state of tech support, and more.Before leaving for the CRM and Support Services 2000 Conference and Expo in...
- Tags: Microsoft Windows, Linux, Microsoft Windows NT, Pat Vickers, Mark Minasi
- Technical articles 2000-03-13
- Field report: CRM and Support Services 2000 Conference and Expo
- TechRepublic's Pat Vickers was a speaker at the CRM and Support Services 2000 Conference and Expo in Washington, DC. Here's her report.The CRM and Support Services 2000 Conference and Expo, Spring 2000, officially began Wednesday, March 1st, and I spent three days in our nation’s capital to learn about and...
- Tags: Call centers, Pat Vickers, e-Support, E, help desk, Support Services 2000, speaker, CRM, support services
- Technical articles 2000-03-08
- Ten questions that can help you hire a good help desk analyst
- Are you having trouble finding the right employees for your help desk? According to Pat Vickers, you may not be asking the right questions.The United States Labor Department announced in October 1999 that unemployment was at a 25-year low. While this prosperity is great for the country, it makes the...
- Tags: Call centers, Recruitment & Selection, Pat Vickers, help desk, applicant
- Technical articles 1999-11-09
- Seven rules for being a great help desk analyst
- TechRepublic passport holder and professional trainer Pat Vickers lays the ground rules for running a successful help desk operation.A good help desk analyst is hard to find. Ask any help desk manager and you will be told that staffing is by far the biggest headache of the job. The worst...
- Tags: Call centers, Pat Vickers, help desk, mouse, great help desk
- Technical articles 1999-06-03
Additional Resources
- Pat Sajak's Lucky Letters Deluxe (exe)
- Pat Sajak's Lucky Letters Deluxe is a fast-paced game that combines the excitement of a TV game show with the challenge of a word puzzle. Pat Sajak's Lucky Letters features three different game variations: Lucky Letters individual play for points, Lucky 10 (fast-paced individual-play variation), Lucky Players (for two or...
- Tags: Atari Inc., Games, Personal Technology
- Software downloads 2007-01-04
- Set up Port Address Translation (PAT) in the Cisco IOS
- NATIf I have 30 private IP addresses, and 15 public IP addresses, what is the best NAT configuration to deploy - would it be dynamic or PAT.
- Tags: PAT, Set-up Port Address Translation, salau_1999@..., networking, Cisco Systems Inc., Cisco IOS
- Discussion threads 2005-05-04
- Give yourself a pat on the back...
- Calling all sysadmins, give yourselves a well deserved pat on the back, it's SysAdminDay!
- Tags: Justin Fielding
- Blog posts 2006-07-28
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