adept4 blog

Companies are now becoming more aware of the benefits that can be gained from working within the ITIL framework, which is a globally recognised set of best practices for IT Service Management.
Since being developed in the early ’80s to help IT providers deliver quality services that meet the needs of the business, it is now [...]

According to an industry report on call centres, callers are becoming increasingly impatient with the time it takes to be connected to an operator.
The report revealed that callers are now hanging up 8 seconds quicker compared to 1997, when the average customer waited 53 seconds before abandoning the call. What’s more, the number of calls [...]

Call centres notoriously get bad press for their quality of service meaning customer satisfaction tends to be low. But actually, if the right technology is used, their services can be enhanced and customers’ perception of them changed for the better.
The call centre of any business should be able to deliver the right service at the [...]

According to customer satisfaction surveys, the help desk or call centre is traditionally rated as performing under par. So when incidents like the volcanic ash cloud strike, help desks will undoubtedly take another hit as staff numbers drop.
But solutions like help desk software are already cushioning the blow for businesses, helping to save time, money and resource.
With [...]

Businesses nowadays aren’t just 9-to-5, so why should your IT support be just 9-to-5?
With businesses now operating round-the-clock and IT infrastructure running 24/7, IT service providers need to deliver a service that meets the demands of today’s businesses’ non-stop culture.
There are plenty of benefits in having an outsourced IT service desk, including; having a specialist [...]

There is no simple answer to what unified communications really is but if your business is looking to save money and improve efficiency it can be a great step in the right direction.
For every business and organisation the elements and requirements of unified communications are different and the deployable technologies available will vary.
Some of the [...]

An article on BBC news online has stated that cloud computing for business is now going mainstream, as large multi-national corporations have started adopting cloud solutions.
But as many know cloud computing isn’t a new concept, it’s been around for a while and most of us use it already- with the likes of Hotmail and Facebook.
Businesses [...]

It is often said that the help or service desk is the front line of every business.
It gives the public face to an organisation therefore why do so many organisations ignore it? Customer satisfaction surveys often rate the help desk (or call centre) as one of the worst performing parts of a business when it [...]

It’s recently been revealed that Microsoft’s IT helpdesk is being outsourced to a 3rd party – which has caused a bit of controversy due to the fact that they themselves are an IT company.
However in its defence Microsoft is a software company and not an expert in infrastructure support and management, so in this case [...]

A poll of UK citizens comparing ease of access to services provided by public-facing organisations has ranked central government services at the bottom. Worryingly however, out of the 11 types of organisations ranked, with 1 being the most easy to access and 11 being the least easy, technical support services came 10th.
With such a negative [...]