Remote Desktop Support Facilitates Support Rep Teleworker Trend
Ridgeland, MS (PRWeb) December 6, 2006 -- Improving job satisfaction and retention is the primary motivation behind the growing trend of support agents working from home, according to a recent study. However, support reps operating off-site presents problems that could compromise the satisfaction of the customer -- the main area of concern being acquiring help desk staff experienced enough with diagnostics and problem resolution to work without immediate supervision. NetworkStreaming offers remote desktop support solutions that facilitate making the move to help desk teleworkers a more practical alternative.
The teleworker study, published in Call Center Magazine, revealed that one third of the respondents already have teleworker programs in place, half of which are still in the pilot stage. However, these numbers are likely to change in the very near future; over 50 percent of companies who do not currently have a teleworker program for support agents are planning on implementing this change over the next two years.
However, these programs could fly in the face of resolving another major issue; the ability of support reps to correctly diagnose and resolve problems. Already perceived as their number one challenge according to another recent study, Shoring up the Front Lines of Product Service: The Call Center, 82 percent of call center management and executives plan to focus on improving these skills over the next two years with an eye to increasing customer satisfaction. Sending support reps home to work may present an even greater challenge to these initiatives.
SupportDeskTM, NetworkStreaming's remote desktop support solution, kills both birds with one stone. In addition to making it possible for support reps to do their jobs from any location, SupportDesk also makes it faster and easier to bring help desk reps up to the level of expertise necessary to work without senior technical staff in the immediate vicinity; being able to see the end-user's computer monitor during a remote desktop support session enables fast and accurate diagnosis while increasing first call resolution and reducing the need for incident escalation. Additionally, this unique appliance-based solution requires no configuration on the remote computer, thereby further reducing the complexity of the support session, and the experience needed by the support rep.
For more information on how this remote desktop support solution facilitates teleworker programs while enhancing the diagnostic and resolution skills of support reps, go to NetworkStreaming.
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This press release has been reprinted from PRWEB per the terms and conditions of the copyright notice.
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