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Proactive vs. Reactive Live Chat: What are the differences?

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Why Is Live Chat so Important?

Live chat is an important addition to any company website. It makes things easier for everyone. Without any doubt, live chat benefits both the business and its clients. For many online service providers live chat is an absolute necessity. For others it isn’t, but it still can be a great vehicle toward a successful online presence and increased trust.

User statistics clearly show that live chat increases the credibility of a company, helps build better connection with the clients, provides back and forth interaction with the users. In turn, this feedback helps keep the services relevant and aligned with the customers’ needs and helps resolve any potential issues in a timely manner. Lastly, the modern live chat applications of today provide an invaluable insight in the ways people interact with a web page and about their points of interest.

Compared to email or phone support, live chat brings much greater benefits.

The Differences Between Proactive and Reactive Live Chat

One of the things unique to live chat is the fact that it can be offered proactively to the people visiting your web page. Neither email, nor phone are suitable for such service.

These differences between proactive and reactive chat are significant and should be checked carefully. They can be summed up in a few categories. To find out which offers better customer experience, greater satisfaction and potential for conversion, a statistical analysis must be completed.

First of all, reactive live chat is there when the customers ask for it. Proactive, on the other hand, occurs when the communication is initiated by the chat operator, who offers assistance before the visitor has requested help.

When it comes to speed, things are a bit blurry. Reactive is fast, this much is undeniable; on average, a chat request is addressed within 23 seconds. It is infinitely faster than email and considerably faster than phone, in most cases.

Then again, how do you measure the speed of a proactive chat?.

Reactive chat is good for the customers. They usually remain happy, with an engagement rate around 7.8%.

But things get even better for the proactive chat. The engagement rate is only 2%, but customers approached proactively are 6.3 times more likely to make a purchase than those left to their own devices.

Sounds amazing, does it not?

But there is more. If you use proactive chat together with a reactive chat service, the results will be magnificent. The number of satisfied customers and volume of purchases can increase anywhere from 40% to 100%.

All of this is possible, thanks to a few simple implementations, as the best live chat applications can be put to a good use within hours.

It is important to realize just how valuable live chat can be. It is vital to understand fully how it works and what the different types are.

Once you obtain that knowledge, you can use it and achieve great results for yourself and your business.

No matter what your website looks like, live chat has the potential to increase greatly the customers’ satisfaction and engagement. Check out this awesome live chat infographic for more information.

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Tech

What Are the Prerequisites for the CCNA?

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The CCNA is a Cisco certification required for most IT professionals. There are actually a few versions of the exam, but the most common is the CCNA Routing and Switching certification. This exam can be taken at the Associate level, so there aren’t many concerns as far as prerequisites go.

The only real limitations are that a person under 13 years will not be permitted to take it, and a person between 13 and 17 must have parental consent. For those 18 and older, there are no restrictions, as Cisco does not require any previous exams to become eligible for the CCNA.

Still, just because there are no real prerequisites, this doesn’t mean the exam isn’t challenging. It’s a 90-minute test consisting of both multiple-choice and performance-based questions. Anyone taking the exam will have to thoroughly prove their knowledge and problem-solving skills in a limited time. It can be stressful, and it’s recommended to have both theoretical knowledge as well as practical networking experience before taking the test. The following are the best ways to prepare for the CCNA.

Study materials

There are plenty of study materials that can get you started. These range from official study guides, video courses, labs, and more. There is a list of Cisco approved materials for those wishing to follow that path, though there are a variety of options from other vendors as well. Regardless of whether you pursue free or paid options, you’ll need to do your best to cover all of the content that could appear on the exam. The methods you choose will likely depend on your learning style.

In general, it’s recommended to take a self-paced video course, regardless of your knowledge level. These will generally measure your knowledge at the start of the course to ensure you aren’t bored with concepts you already know nor overwhelmed at the beginning with unfamiliar ideas. You’ll likely need some additional materials, however, as it can be easy to miss some ideas when watching videos.

There’s an official Cisco Certification Guide available in ebook and hardcopy forms which many argue to be the best study guide available. It’s also impossible to replace hands-on experience through any number of study guides or lab courses. Luckily, modern simulation tools like GNS3 can let you practice the majority of performance-based content you’ll see on the exam.

Practice tests

To get a better idea of what the real exam will be like, you’ll need to take some practice tests. While no practice test can show the same questions that will appear on the current exam, there are many tutoring packages out there that include a CCNA practice test with real questions from past exams. These questions are obtained directly from Cisco and Pearson and can give you a good idea as to the structure of the exam. If you’re able to complete these in the allotted time, you should stand a better chance at the real thing.

Additional preparation

No matter how you decide to prepare for the exam, you’ll likely be doing some combination of self-study and seeking outside help. External training options like expert boot camps and live courses may be just what you need if you require a more personal touch. These options generally include several hours of live instruction, and boot camps will let you schedule appointments with an expert instructor.

The real key is that you need to understand your own learning style and pace, something you’ll hopefully have good experience with from previous classwork. Luckily, you can have a combination of everything you think will work for you before you attempt your exam.

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5 Tech Jobs Guaranteed to Last

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With the rise of automation, not to mention artificial intelligence, the future of tech jobs from a human perspective can be a little uncertain. That being said, there are certain jobs in the tech sector that will not be going away, not until the machines rise up that is.

1. Database Administrator

DBAs (database administrators) take care of a company’s data. They make sure that their databases run efficiently and that they are secure from people that shouldn’t have access. A DBA will also be responsible for organising that data and storing it effectively. This role does generally require a degree in MIS (Management Information Systems) or in a related field.

Database administrators also need to have an understanding of database languages, the most common of which is SQL (Structured Query Language). Whichever programming language a company may use, the database administrator will have to be able to navigate it effectively.

2. Software Developer

The creatives behind a computer program are called software developers. Some will create applications, such as circuit board software, for example, while others will build systems. Software developers will usually work alongside computer programmers.

A bachelor’s degree in computer science is generally required of a software developer, that or in software engineering or another related field. In some cases, a degree in mathematics is acceptable too.

In addition to the above, a traditional academic education is not necessarily required due to ‘online coding boot camps’ that are often available free of charge.

 3. Web Developer

Developers that specialise in web applications will use various programming languages in order to create online software to client specifications. A web developer will normally be proficient in the use of multiple programming languages as well as operating systems.

An employer will look for computer-related education as well as relevant experience in the field. With these skills being in high demand, formal degrees are not usually required.

4. Computer Systems Analysts

A computer systems analyst is responsible for investigating an organisation’s systems and procedures. Following this, they will revamp or design these to help a company operate more efficiently. An analyst needs to have an understanding of both IT and business needs and their limitations. Responsibilities include liaising with managers to determine their IT related needs.

The majority of systems analysts have a bachelor’s degree in a computer related field, but they may also be required to have a business background.

5. Mobile Application Developers

Mobile application developers are responsible for creating or adapting existing applications for use on mobile devices such as smartphones and tablets. Video game studios, advertising companies and marketing companies recognise that mobile is an effective content distribution channel. Mobile application developers are in demand from other sectors too such as financial institutions, government agencies and those industries that require products to help their operations run more efficiently.

Many mobile application developers will have a background in either computer science or software engineering. There are now colleges that offer degrees in mobile application development so that’s another option to look at.

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IT Security

Take These Steps And Protect Your Business From A Cybercrime

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You might have read the news story surrounding the events that happened at Mal A Largo. The prestigious club favoured by the president was recently breached by a woman who claimed she was a member. She wasn’t. When she was inside, she suggested she was there for a conference.

There was no conference taking place and the woman entered the club with multiple pieces of tech. One of which contained malware data. The president was in the club at the time and it is not currently known what the woman’s intentions were. It is however clear, that she almost succeeded.

This shouldn’t come as a massive shock. After all, recent reports have suggested that by 2021 there will be a cyber attack on a business every twenty seconds. That’s crazy and it won’t just be big businesses that are exposed either.

Indeed, experts suggest that smaller companies will be targeted because criminals won’t expect them to have the latest protection measures in place.

This leaves an important question: Is your business secure and prepared for the threat of a cyber attack?

Truthfully, the answer is probably no. But you can take steps and make changes to ensure that your business is protected.

Let’s look at some of the ways you can do this, plus here’s a quick recap on what you need to know about cyber crime and malware.

What is Malware?

You don’t need to know the history of malware but it’s kind of interesting so here’s a short summary.  Its beginnings are thought to be in 1949, with  computer scientist John von Neumann, however the first documented viruses were in the 1970s.

There was the creeper worm by Bob Thomas and in the eighties the man credited as the father of viruses, Fred Cohen really developed the computer virus as we know it today.

Not all viruses are bad, though malware is and it’s thought that a third of all computers world-wide have been infected at some time.

Hard-hitting viruses

There have been some very hard hitting computer viruses over the years including:

  • 2013 – Cyptolocker. This is one of the early ramsonware programs. Ramsonware in itself is interesting insofar as it denies the user access to their computer with threats to publish the users’ data unless a ransom is paid.
  • 2014 – Backoff. Known for hitting the Point of Sale (POS) machines to steal credit card data.
  • 2016 – Cerber. One of the most infective viruses according to Microsoft.
  • 2017 – WannaCry Ransomware. Appropriately named as many companies attacked by it did ‘want to cry’.

Source – a brief history of malware

What is Cybercrime?

Simply put, cybercrime is the term given to describe any criminal activity online, i.e. uses the Internet. It’s far-reaching, insofar as it includes everything from ramsonware and other viruses, to hacking, phishing and spamming.

So, what can you do to make sure your business is protected?

Installed And Up To Date

It’s important to make sure that you are installing anti-virus software. Once it is installed, make sure that you are updating it regularly. Many people think that once you have installed anti-virus software on your tech, your issues are over. This just isn’t the case. Indeed, it’s instead possible and even likely that you fall behind on updates and suddenly there’s basically no protection for your business.

This is usually because people are relying on free antivirus software. Free software is better than nothing, but it’s definitely not the ideal solution. If you want the highest level of protection, then you need to invest in the best software on the market. This isn’t free but it does provide fantastic value for your company.

Choose Strong Passwords

Passwords are incredibly dangerous if they are easy to guess or if they include information that people could quickly access. As such, there should be no personal information used to create your passwords. It should be a random string of numbers and letters. These are almost impossible to guess or hack and as such will keep your sensitive data secure.

The Latest Tech

Do make sure that you are investing in the latest technology and equipment. The latest tech will usually have preventive measures in place to ensure that software is protected. Particularly if they are running the latest programs and systems.

You should be careful of methods for saving money as well such as BYOD initiatives. While this can cut costs down, you can’t guarantee that the devices that employees are as secure as they need to be. Investing in the latest technology yourself will always be the best option.

We hope this helps you understand how to secure your business from a potential cybercrime.

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