19
Cisco Improving software downloads Gerry McGovern [email protected] www.customercarewords.com @ gerrymcgovern

Cisco Improving software downloads Gerry McGovern [email protected] @gerrymcgovern

Embed Size (px)

Citation preview

Page 1: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

CiscoImproving software downloads

Gerry [email protected]

www.customercarewords.com

@gerrymcgovern

Page 2: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

201015 Steps

Downloading Software for 7920 IP Phone

280 seconds approx.

Page 3: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

1

Page 4: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

2

Page 5: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

2

6

5

4

3

Page 6: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

“I’m assuming that one of these is the one I

want.”

7

Page 7: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

8

Page 8: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

9

Page 9: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

10

Page 10: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

11

Page 11: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

12

Page 12: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

13

Page 13: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

14

Page 14: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Path 1

15

“There are a lot of steps before you get to

download”

Page 15: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

20124-7 Steps

Download Softwarefor RV082

60-100 seconds

Page 16: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware.

Very Good TPI = 75Task 1 performance =

Success Rate Comparisons

August 2011 February 2012

Page 17: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

Completion Time Comparisons

Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware.

Very Good TPI = 75Task 1 performance =

Good Minor Major Critical

Page 18: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

1

2

3

4

Page 19: Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com  @gerrymcgovern

CiscoImproving software downloads

Gerry [email protected]

www.customercarewords.com

@gerrymcgovern