Fast incident resolution is at the center of so many ITSM metrics, and remote support is a key part of a multi-channel contact center's ability to speed time to resolution. This webinar will outline unique types of metrics that you can capture using remote support technologies, how they are related, and how to analyze those metrics to improve services. You will also learn easy methods for cutting resolution times and boost customer satisfaction scores through remote support.

None of us are immune to the impact of botnets on Internet-connected organizations. Taking a proactive approach to tracking botnet behavior can yield threat intelligence that is truly actionable. This report examines the potential causes for the increase in these attack types, the profile of the victims by industry and geography, commonly-targeted ports and protocols, and several other botnet characteristics. Read this report for a closer look at botnets that are used specifically to deploy malware to gain …