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South Florida Call Center Increases First Call Resolution by 70 Percent Using Appliance-Based Remote Desktop Support Solution

WechTECH deals with everything from corrupt drivers and application errors to faulty server connections and Active Directory issues. With six help desk representatives supporting clients across South Florida and other areas, WechTECH cannot afford to send personnel to a client's location every time a technical issue occurs. The need to...

Tags: Desktop, Remote Desktop, Thomson First Call, Client, Bomgar, Help Desk, Call Centers, It Operations

Case studies 2008-08-20

Leading Publisher Improves First Call Resolution and Handles Support Incident Peaks With Remote Desktop Support Appliance

As the second largest publisher in the United States, Houghton Mifflin Harcourt develops and delivers a comprehensive set of K - 12 learning solutions. According to Manager of Technical Support Center at Houghton Mifflin Harcourt, the organization was facing several challenges that led them to evaluate remote support alternatives. These...

Tags: Desktop, Remote Desktop, Thomson First Call, Remote Support, Bomgar, Remote Administration

Case studies 2008-08-20

40 to 80 In No Time Flat - Proven Techniques to Drive First Call Resolution

The gathering and use of metrics to manage system performance is a common IT practice. Over the last 15 years, similar techniques to assess and manage human performance within IT organizations have been adopted. The Help Desk area within these organizations is a focal point for this practice. This white...

Tags: Technique, Thomson First Call, CDC Software, Help Desk, Call Centers, Productivity, It Operations

White papers 2008-04-10

Additional Resources

Motorola: Android device launches get us back in the smartphone game

Updated: Motorola's Sanjay Jha, co-CEO and head of the company’s mobile device unit, says that new Android-based smartphones are on track for the holidays. Jha added that Motorola is planning a barrage of Android-based devices that will put the company back in the smartphone race. ...

Tags: Game, Smart Phone, Handset, Motorola Inc., Android, Sales Strategy, Cellular Phones, Wireless And Mobility, Sales, Consumer Electronics, Personal Technology, Larry Dignan

Blog posts 2009-07-30

Intel shines: Earnings, revenue, margins well above estimates; Outlook better

Intel on Tuesday delivered an impressive second quarter relative to Wall Street estimates and didn't disappoint on its outlook either. The company, which predicted a bottom in its first quarter results, delivered strong results across the board. Intel reported net income of $1 billion, or 18 cents...

Tags: Revenue, Microsoft Outlook, Quarter, Earnings, Intel Corp., Operational Accounting, Finance, Larry Dignan

Blog posts 2009-07-14

Yahoo's Bartz: "No comment" on Microsoft deal (but maybe a hint)

updated: Yahoo's earnings announcement - the actual financial numbers, that is - seems to be more of a formality these days. In a call with analysts today, CEO Carol Bartz made references to outsourcing or partnering pieces of Yahoo's business as the company rethinks its strategy under her leadership. Can...

Tags: Yahoo! Inc., Microsoft Corp., Managed Hosting, Financial Accounting, Outsourcing, IPO, Finance, It Operations, Business Operations, Outsourcing & Subcontracting, Financial Services, Sam Diaz

Blog posts 2009-04-21

IBM's earnings better than expected on software, services; Hardware revenue thumped

IBM on Monday reported net income of $2.3 billion, or $1.70 a share, on revenue of $21.7 billion, down 11 percent from a year ago largely due to currency fluctuations. The upshot: Cost cutting helped IBM hurdle Wall Street estimates despite lighter than expected revenue.  Wall Street...

Tags: Software, Revenue, Earnings, Hardware, IBM Corp., Operational Accounting, Finance, Larry Dignan

Blog posts 2009-04-20

RIM delivers solid Q4 on BlackBerry sales; shares soar

updated: Research in Motion reported strong fourth-quarter earnings that beat Wall Street's expectations and sent shares soaring in after hours trading. For the quarter ending Feb. 28, the company reported net income of $518.3 million, or 90 cents per share, on $3.46 billion in revenue. Analysts polled by Thomson Reuters...

Tags: Revenue, Research In Motion Ltd., RIM BlackBerry, Sales, Storm, Operational Accounting, Handhelds, Finance, Hardware, Sam Diaz

Blog posts 2009-04-02

Apple beats for Q1; iPod sales strong

updated: Apple, which has grabbed headlines recently over the health of CEO Steve Jobs and its withdrawl from the annual Macworld conference, today reported a first quarter profit of $1.61 billion, or $1.78 per share, on revenue of $10.17 billion, beating Wall Street's estimates of $1.39 per share on sales...

Tags: Steve Jobs, Apple iPod, Analyst, Apple Inc., Sales Strategy, Sales Force Management, Netbooks, Nettops & MIDs, Desktops, Digital Music, Digital Media, Sales, Hardware, Personal Technology, Consumer Electronics, Sam Diaz

Blog posts 2009-01-21

Apple earnings preview: SEC inquiry, Jobs' health, iPhone vs. iPod Touch

Wall Street analysts likely will have plenty of questions when Apple executives host a conference call to report first quarter earnings later today. Have the company been contacted by the Securities and Exchange Commission about its disclosures related to Steve Jobs' health? Speaking of Steve Jobs...

Tags: Apple iPhone, Job, Steve Jobs, Apple iPod, SEC, Health Care, Apple Inc., Apple iPod Touch, Earnings, Sales Strategy, Sales Force Management, Digital Music, Digital Media, Sales, Personal Technology, Consumer Electronics, Sam Diaz

Blog posts 2009-01-21

Dell: How bad is it?

Dell's fiscal third quarter isn't expected to be pretty. The only real question is where Dell's quarter falls on the ugly scale. The company's first shot at an outlook for the quarter unraveled just a few weeks later amid weak PC demand. And when Dell reports earnings...

Tags: Dell Computer Corp., Sales Strategy, Desktops, Sales, Hardware, Larry Dignan

Blog posts 2008-11-19

Microsoft's first quarter: Outlook light; Recession assumed; Office shines; Online doesn't

Microsoft on Thursday handily topped its revenue targets and slid by Wall Street estimates with solid fiscal first quarter results, but cut its outlook for the December quarter. CFO Chris Liddell noted on a conference call that business "clearly weakened" at the end of the third quarter and carried over...

Tags: Revenue, Microsoft Outlook, Recession, Microsoft Office, Quarter, Microsoft Corp., Operational Accounting, Finance, Larry Dignan

Blog posts 2008-10-23

Palm moves more than 1 million smartphones in quarter

Palm moved a lot of smartphones--1,029,000 to be exact--and revenue was well ahead of expectations, but the company's turnaround is still a work in progress. The company, which has been living off the $99 Centro, is hoping to raise margins with its new Treo Pro, which currently...

Tags: Revenue, Palm Inc., Smart Phone, Palm Treo, Cellular Phones, Handhelds, Consumer Electronics, Personal Technology, Hardware, Larry Dignan

Blog posts 2008-09-18

Oracle's first quarter allays worries

Oracle reported first quarter earnings that topped expectations as new software licenses were in line with estimates. Revenue, however, was light. In a statement Thursday, Oracle said it reported earnings of $1.1 billion, or 21 cents a share preview. Excluding charges, Oracle reported earnings of $1.5 billion,...

Tags: Software, Revenue, Oracle Corp., Software License, Earnings, Software License Revenue, Operational Accounting, Finance, Larry Dignan

Blog posts 2008-09-18

Dell: Turnaround interruptus as share grab hurts net, margins

Dell's second quarter earnings fell short of projections, but revenue was well ahead of targets. Translation: Dell is gaining share at the expense of its bottom line as price competition heats up. Dell reported fiscal second quarter earnings of 31 cents a share on revenue of $16.4...

Tags: Revenue, Dell Computer Corp., Operational Accounting, Finance, Larry Dignan

Blog posts 2008-08-28

Limelight by the numbers: Akamai's thorn?

Limelight Networks may have won a medal for its role behind the scenes to keep NBCOlympics.com humming, but the company is still dwarfed by its largest rival Akamai. The big question: Does Limelight have enough headroom to gain meaningful share from Akamai? Jason Perlow detailed how content...

Tags: Patent, Akamai Technologies Inc., Limelight Networks, Jason, Company, Internet, Larry Dignan

Blog posts 2008-08-18

Will consumer economics have an impact on RealNetworks?

RealNetworks CEO Rob Glaser almost made it through his company's quarterly earnings call without taking a jab at Apple and the iPhone. But near the end of the call, he took a quick mathematical poke at Apple to drive home his point that there are plenty of opportunities to launch...

Tags: Revenue, Apple iPhone, Advertisement, Mobile, RealNetworks Inc., Apple Inc., Advertising & Promotion, Operational Accounting, Marketing, Finance, Sam Diaz

Blog posts 2008-07-31

Apple's Mac shipments surge; Lowballs on outlook; Jobs health worries

Updated: Apple on Monday reported fiscal third quarter earnings of $1.07 billion, or $1.19 a share, on revenue of $7.46 billion, well ahead of Wall Street estimates as Mac sales continued to surge. However, Apple lowered its outlook and failed to allay concerns about CEO Steve Jobs' health. ...

Tags: Revenue, Apple iPhone, Job, Apple Macintosh, Health Care, Apple Inc., Steve, Operational Accounting, Vertical Industries, Benefits, Healthcare, Finance, Enterprise Software, Software, Human Resources, Larry Dignan

Blog posts 2008-07-21

Intel's second quarter delivers; Cheap laptop demand up

Updated: Intel on Tuesday reported second quarter earnings of $1.6 billion, or 28 cents a share, on revenue of $9.5 billion, up 9 percent from a year ago. The results topped Wall Street expectations. According to Thomson Financial, Intel was expected to report earnings of 25 cents...

Tags: Revenue, Paul Otellini, Laptop Computer, Intel Corp., Operational Accounting, Chipsets, Sales Strategy, Finance, Semiconductors, Hardware, Components, Sales, Larry Dignan

Blog posts 2008-07-15

Adobe ups outlook; Creative Suite chugs along

Adobe's second quarter results and third quarter outlook were better than expected. After the market closed Monday, Adobe reported net income of $214.9 million, or 40 cents a share, on revenue of $886.9 million. Excluding charges and other items, Adobe's earnings were 50 cents a share, 4...

Tags: Revenue, Adobe Systems Inc., Adobe Creative Suite, Operational Accounting, Sales Strategy, Finance, Sales, Larry Dignan

Blog posts 2008-06-16