McAfee HARDWARE 1.4 User Manual page 35

Business Excellence Program
McAfee Technical support strives to provide the best possible service to its customers and
has invested in a comprehensive call management tool that allows its management and
business excellence team to recover all details regarding a specific case.
McAfee stores a recording of the data entry as it is entered into our system including
keystrokes / mouse positions and synchronizes this with the recorded voice or chat call. This
information is used to provide feedback to our engineers on best practices and examples of
best of practice. Customers with a grievance to the way their call has been handled can also
request a manager to review their case.
Feedback on this Document
If you would like to see additional information included in this guide or discover errors, please
contact us at customer_feedback@McAfee.com.
McAfee Inc. © 2007 Hardware Support v1.4 User Guide
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