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Virtual Support Networks: Ten Tips for Delivering Managed Services to On-Site Systems
sponsored by Cisco Systems, Inc.
Posted:  04 Sep 2008
Published:  04 Sep 2008
Format:  PDF
Length:  15   Page(s)
Type:  White Paper
Language:  English


ABSTRACT:
In late 2004 and early 2005, DB Kay & Associates conducted a market survey to uncover the best practices for deploying Virtual Support Networks. The following principles are described in detail in this paper:

  • Make it easy for your customers
  • Be secure
  • The internet isn't perfect; deal with it
  • Set customer expectations
  • Be prepared for hard questions
  • Measure effectiveness
  • Create a dedicated team
  • Back it up with remote access
  • Keep good records
  • Pick the right technology partner


Author

David Kay
Principal ,  DB Kay & Associates
David Kay, principal of DB Kay & Associates, has been a leader in applying technology to knowledge-intensive business processes like customer support since 1984. He has been certified by the Help Desk Institute (HDI) as a trainer for Knowledge-Centered Support, and is a frequent speaker and contributor for the Service and Support Professionals Association (SSPA.) Kay holds a patent covering the use of next-generation technology in customer support, and has been recognized as a Customer Service Innovator by the Consortium for Service Innovation.



BROWSE RELATED RESOURCES
Customer Satisfaction | Hardware | Internet Access | LAN | Management Service Providers | Security | Software | VPN

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