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Many companies are already using VoIP while incorporating video capabilities into their portfolio of services. One question that I am often asked is, “How can we ensure that the voice and video quality is good and consistent when using VoIP?”
Most organizations quickly realize that knowledge management must be integrated with incident management in order to improve the quality of service and the efficiency of providing assisted service. What is not as quickly recognized is the value of integrating knowledge management with problem management.
Communication is vital within projects and contributes significantly to project success. PMs and BAs have important—and different—roles. Let's take a look.
UFFA, which stands for “Use it, Flag it or Fix it, Add it,” is the responsibility of every support professional in the knowledge management process. It comes from the Knowledge-Centered Support (KCS) methodology where knowledge management is based on collaboration and a shared ownership of the knowledge base. Let’s break it down.
If you’re in IT, you’ve likely heard the saying, “In technology, the only thing constant is change itself,” and boy is that right! For technical companies, if you are not moving forward, then you’re falling behind. There is no such thing as standing still! A perfect example of this mindset is in Cisco’s evolution of video conferencing and telepresence.
According to Cisco marketing, Dynamic Multipoint VPN (DMVPN) “will lower capital and operation expenses, simplifies branch communications, reduces deployment complexity, and improves business resiliency.” Okay. But what is it, really, and why should we care?
With the advent of video use in our everyday communications, a number of questions commonly surface. One of them is the question of terminology. What's the difference between video conferencing and telepresence? What is meant by immersive technologies? Frankly, there is no one single right answer.
Frequently, questions come up in the Cisco Contact Center Express classes I teach concerning the ability of the system to perform this or that task. In this blog post, I will cover some of the more popular questions I get during class.
A gap analysis is a tool that ITIL recommends organizations use to compare their current state to some future desired state.
Answer? When it is flagged as a retransmission in Wireshark!