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This page displays an up-to-date listing of changes to our customer support web. We'll also place notices here regarding product updates, scheduled releases, or problems and work-arounds that may affect all customers. When bugs reported by our customers get fixed, we'll place a notice here, along with an estimate of when the fix will be shipped.
Listed below are notices regarding product updates, scheduled releases, and fixed bugs made available for download.
No New Listings to date
Reducing Call Volume To Help Desk The average help desk budget is approaching nearly 3 percent of corporate IT spending. With the average help desk call ringing in at $20, companies can no longer afford to support help desks that are just reacting to user problems. Help desk managers are exploring strategies that will reduce call volume and free up agents to resolve more difficult problems. One help desk discovered that new employees called the help desk four times as often as older ones. By implementing a half-hour IT orientation for all new employees, the company was able to reduce the call volume from new users by 60 percent. Another company discovered that by sharing solutions with end users, they decreased their calls by 5 percent. While training users to help themselves may take a few more minutes, it can pay off handsomely with fewer calls for help in the future. Humans Second Largest Cause for Information Loss
Management Strategies and Directions ScenarioCountless organizations have entered the new millennium without sound business and technology strategies to integrate sales, marketing and customer service, to improve customer satisfaction; and maximize profits. Many forces are radically changing the global communications industry. The internet, which is driving the dominance of data over voice traffic, is perhaps the most significant of all. It's dramatically shifting the world into a new era of networking. Mastery of technology, once a strategy for providing competitive advantage in limited market spaces, has become a strategy for enterprise survival and prosperity in an emerging global market place. This mastery will separate the winners from the losers and reshape the delivery of products and services. Technology, no longer merely a tool of increased efficiency, has become a tool of survival and prosperity used to identify, acquire, service, retain and expand customer relationships.
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You might be surprised to learn that a
recent study reveals that data loss through human error is not only on the rise, but is
the second largest cause for information disaster. Tandberg Data scores human error at 67
percent and this percentage of users complain of accidental deletion and overwriting
problems. The survey found that the number of requests to restore lost files from backup
is reaching epic proportions. Compounding the problem, research indicates that anywhere
from 50 to 80 percent of data loss customers who regularly back up their data find backups
less than adequate at the critical moment. Making matters worse, human error is playing a
growing role in backup shortcomings. 50 percent of these failures trace back to human
error in either not backing up or restoring properly while a variety of media situations,
on the other hand, accounted for only 26 percent. 