|By Business Wire||
|October 19, 2016 12:12 PM EDT|
Kaspersky Lab North America announced today that its business products technical support and premium services teams were awarded the highest level of certification at the Technology Services World (TSW) conference in Las Vegas.
This is the second year in a row that Kaspersky Lab was designated a Level I Certified Support Staff Excellence Center by the Technology Services Industry Association (TSIA). To achieve a Level I Certified Support Professional (CSP-I) designation, companies must have 90 percent of their support staff successfully complete a course designed to teach them advanced field service communication skills. Kaspersky Lab also earned Level II Certification Support Professional (CSP-II) status. For this certification, the teams completed a course designed to improve the technical troubleshooting capabilities of technicians at all levels of the support organization.
“Our team is dedicated to delivering the highest level of customer service every day,” said David Mello, senior vice president of support and services, Kaspersky Lab North America. “Completing these programs and being awarded these certifications demonstrates our tireless commitment to exceeding customers’ expectations. We will continue to further develop our tools and abilities to ensure that we are providing industry-leading support programs and delivering an exceptional support experience for Kaspersky Lab customers.”
Miller Heiman Group’s Service Ready program delivers TSIA’s customer service and critical thinking certificate courses for frontline support professionals. Exclusive to TSIA members, the Support Staff Excellence program strengthens agents’ technical abilities with the relationship and trouble shooting skills required to ensure total customer satisfaction.
In order to be eligible for the TSIA Support and Services Excellence certifications, Kaspersky Lab participated in weekly training and certification programs from May through July of 2016. These education sessions and testing exercises were conducted with individuals, managers and as a team. The program goals included improving agent performance, increasing customer satisfaction scores and reducing call time.
For the CSP-I training, the team built upon its success in 2015, and achieved the following metrics:
- 39 percent improvement in customer satisfaction according to management tool, Net Promoter Score, which gauges the loyalty of a firm’s customer relationships
- 30 percent improvement in the average speed to answer chat messages
- Six percent improvement in the average speed to answer phone calls
With regard to the CSP-II course the team achieved the following key metrics:
- 100 percent of Kaspersky Lab Support Staff completed the CSP-II certification
- 48 percent improvement in case escalation quality
- 18 percent improvement in support team productivity time
- 2.6 percent improvement in the average time to problem resolution
About Kaspersky Lab
Kaspersky Lab is a global cybersecurity company founded in 1997. Kaspersky Lab’s deep threat intelligence and security expertise is constantly transforming into security solutions and services to protect businesses, critical infrastructure, governments and consumers around the globe. The company’s comprehensive security portfolio includes leading endpoint protection and a number of specialized security solutions and services to fight sophisticated and evolving digital threats. Over 400 million users are protected by Kaspersky Lab technologies and we help 270,000 corporate clients protect what matters most to them. Learn more at www.kaspersky.com.
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google+.
About Miller Heiman Group
Miller Heiman Group has historically been recognized as one of the largest training companies in the world, but is quickly becoming one of the most prolific business solutions provider in sales and service performance. Built on legacy brands such as Miller Heiman, AchieveGlobal, Huthwaite, Impact Learning Systems, Channel Enablers, and CSO Insights, Miller Heiman Group is backed by more than 150 years of experience and performance. Our Be Ready Solutions offer more sales- and customer service-based solutions than anyone in the industry, and empower people across the entire organization to perform at peak potential by bringing game-changing insight to sales performance and customer experience. This allows you to build and sustain a successful, customer-focused organization that drives profitable revenue and top-line growth on a global scale. To learn more, visit our website. Follow us on LinkedIn, Twitter, Facebook, YouTube and Google+.
| Information about Viruses, Hackers and Spam
Follow @Securelist on Twitter
In the 21st century, security on the Internet has become one of the most important issues. We hear more and more about cyber-attacks on the websites of large corporations, banks and even small businesses. When online we’re concerned not only for our own safety but also our privacy. We have to know that hackers usually start their preparation by investigating the private information of admins – the habits, interests, visited websites and so on. On the other hand, our own security is in danger bec...
Oct. 26, 2016 02:45 PM EDT Reads: 306
Successful transition from traditional IT to cloud computing requires three key ingredients: an IT architecture that allows companies to extend their internal best practices to the cloud, a cost point that allows economies of scale, and automated processes that manage risk exposure and maintain regulatory compliance with industry regulations (FFIEC, PCI-DSS, HIPAA, FISMA). The unique combination of VMware, the IBM Cloud, and Cloud Raxak, a 2016 Gartner Cool Vendor in IT Automation, provides a co...
Oct. 26, 2016 02:15 PM EDT Reads: 1,283
SYS-CON Events announced today that Embotics, the cloud automation company, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Embotics is the cloud automation company for IT organizations and service providers that need to improve provisioning or enable self-service capabilities. With a relentless focus on delivering a premier user experience and unmatched customer support, Embotics is the fas...
Oct. 26, 2016 02:00 PM EDT Reads: 985
SYS-CON Events announced today that MathFreeOn will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. MathFreeOn is Software as a Service (SaaS) used in Engineering and Math education. Write scripts and solve math problems online. MathFreeOn provides online courses for beginners or amateurs who have difficulties in writing scripts. In accordance with various mathematical topics, there are more tha...
Oct. 26, 2016 01:30 PM EDT Reads: 1,106
SYS-CON Events announced today that Niagara Networks will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Niagara Networks offers the highest port-density systems, and the most complete Next-Generation Network Visibility systems including Network Packet Brokers, Bypass Switches, and Network TAPs.
Oct. 26, 2016 01:15 PM EDT Reads: 1,388
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.
Oct. 26, 2016 01:00 PM EDT Reads: 5,007
Virgil consists of an open-source encryption library, which implements Cryptographic Message Syntax (CMS) and Elliptic Curve Integrated Encryption Scheme (ECIES) (including RSA schema), a Key Management API, and a cloud-based Key Management Service (Virgil Keys). The Virgil Keys Service consists of a public key service and a private key escrow service.
Oct. 26, 2016 12:45 PM EDT Reads: 1,162
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, will discuss how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team a...
Oct. 26, 2016 12:45 PM EDT Reads: 598
OnProcess Technology has announced it will be a featured speaker at @ThingsExpo, taking place November 1 - 3, 2016, in Santa Clara, California. Dan Gettens, OnProcess’ Chief Analytics Officer, will discuss how Internet of Things (IoT) data can be leveraged to predict product failures, improve uptime and slash costly inventory stock. @ThingsExpo is an annual gathering of IoT and cloud developers, practitioners and thought-leaders who exchange ideas and insights on topics ranging from Big Data in...
Oct. 26, 2016 12:45 PM EDT Reads: 407
@ThingsExpo has been named the Top 5 Most Influential Internet of Things Brand by Onalytica in the ‘The Internet of Things Landscape 2015: Top 100 Individuals and Brands.' Onalytica analyzed Twitter conversations around the #IoT debate to uncover the most influential brands and individuals driving the conversation. Onalytica captured data from 56,224 users. The PageRank based methodology they use to extract influencers on a particular topic (tweets mentioning #InternetofThings or #IoT in this ...
Oct. 26, 2016 12:45 PM EDT Reads: 8,556
SYS-CON Events announced today that Cemware will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Use MATLAB functions by just visiting website mathfreeon.com. MATLAB compatible, freely usable, online platform services. As of October 2016, 80,000 users from 180 countries are enjoying our platform service.
Oct. 26, 2016 12:30 PM EDT Reads: 945
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Oct. 26, 2016 12:30 PM EDT Reads: 3,954
In an era of historic innovation fueled by unprecedented access to data and technology, the low cost and risk of entering new markets has leveled the playing field for business. Today, any ambitious innovator can easily introduce a new application or product that can reinvent business models and transform the client experience. In their Day 2 Keynote at 19th Cloud Expo, Mercer Rowe, IBM Vice President of Strategic Alliances, and Raejeanne Skillern, Intel Vice President of Data Center Group and ...
Oct. 26, 2016 12:15 PM EDT Reads: 1,603
SYS-CON Events announced today that StarNet Communications will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. StarNet Communications’ FastX is the industry first cloud-based remote X Windows emulator. Using standard Web browsers (FireFox, Chrome, Safari, etc.) users from around the world gain highly secure access to applications and data hosted on Linux-based servers in a central data center. ...
Oct. 26, 2016 12:15 PM EDT Reads: 2,228
Digitization is driving a fundamental change in society that is transforming the way businesses work with their customers, their supply chains and their people. Digital transformation leverages DevOps best practices, such as Agile Parallel Development, Continuous Delivery and Agile Operations to capitalize on opportunities and create competitive differentiation in the application economy. However, information security has been notably absent from the DevOps movement. Speed doesn’t have to negat...
Oct. 26, 2016 12:00 PM EDT Reads: 2,898