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Virtual Support Networks: Ten Tips for Delivering Managed Services to On-Site Systems
sponsored by Cisco Systems, Inc.
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Posted:
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04 Sep 2008
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Published:
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04 Sep 2008
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Format:
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PDF
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Length:
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15
Page(s)
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Type:
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White Paper
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Language:
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English
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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
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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.
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BROWSE RELATED
RESOURCES
Customer Satisfaction | Hardware | Internet Access | LAN | Management Service Providers | Security | Software | VPN
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View All Resources
sponsored by Cisco Systems, Inc.
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