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| Few things can slow down a support center like the daily flood of routine technical issues. Password resets, frequently asked questions and rudimentary questions lead to lost hours of productivity and significant losses for your organization as well as user frustration. Below I?ve outlined how to immediately increase efficiency and user satisfaction by applying IT Service Management self-help technologies wisely. |
| I was using a tool to remote control into one of my user's computers, which for security purposes requires the user to click a "Yes" pop-up button in order to allow me access onto their computer. So I told the user to "say yes when you see the prompt on the screen." However, after a minute, I still did not have access. It turns out that the prompt was still on the user's screen, because instead of clicking the "Yes" prompt, she had... |
