Despite the importance of maintaining a high-quality help desk, a number of companies either don’t have the internal resources to do so, or struggle in finding an outsourced vendor that is truly high quality. By asking the right help desk qualification questions, you can be sure you’re choosing a vendor who will meet your needs and the needs of your clients.
Whether outsourcing for the first time or looking for a new vendor, there are several benefits to choosing an outside help desk provider… as long as it’s the right one. Every company has different specifics required of their help desk, and before shopping around, you must first have a good understanding of what you’re looking for and the role you need the provider to fill. Start by auditing your current support levels, and then assessing where reinforcements are most needed.
Once you have a solid benchmark in place, you can start comparing vendors. There are several help desk qualifying questions you can ask to help narrow the field:
By asking these qualifying questions and putting in due time and effort in hiring your help desk providers, you’ll ensure that your vendor can take on your immediate help desk needs and grow alongside your own organization into the future.
What other metrics should you ask for when vetting your help desk? Did we miss any important ones?
Now that we’re officially in the middle of the holiday season, there’s a flood of emails flying through cyberspace from family, friends, online retailers and charities. This heavy online traffic makes it easier than ever to sneak in malicious emails, targeting unsuspecting users looking to connect with old friends and find holiday deals. Whether it’s a phishing scam that is trying to snag your credit card number or a malware campaign that installs unauthorized code on your system from an email link, ‘tis the season to protect yourself.
So where, exactly, do these seasonal cyberscams come from? Many of these malicious Grinches send emails from fake URLs, disguising them to appear legitimate. Faux charities are another common scam designed specifically to take advantage of your generosity during the season of giving. Even friends and family may send what looks like an innocent forward your way, only to discover that they inadvertently launched some decidedly un-cheery, unpleasantness to your inbox instead.
However, if you take some basic online protective measures you’ll be in a lot better shape to avoid the latest cyberscams this holiday season:
There’s no better time than the holidays to wrap up a nice bit of malicious code masquerading as an online promotion for a major sale or a holiday e-card. That’s why the U.S. Computer Emergency Response Team (US-CERT) has released a security alert that focuses specifically on how to avoid holiday-related cyberscams. Additionally, the Anti-Phishing Working Group (APWG) offers a comprehensive list of suggestions on avoiding phishing scams that are good any time of year.
The holidays should be a time for celebration. Use smart online practices to help spread seasonal cheer, and stay safe this holiday season.