ABSTRACT
ANY USER WHO HAS EVER PLACED A CALL TO IN-HOUSE SUPPORT PERSONNEL knows how frustrating it can be to explain a problem over the telephone. Novice users have a particularly hard time determining what information-and how much-to provide. On the other end of the phone line, technical support professionals are often equally handicapped. Unable to see what is happening at users’ terminals, they struggle to solve problems blindly. Today however, technology has gone far in resolving this situation, and more sophisticated tools and services are available.
