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Browse Directory>   Business Solutions>  Customer Service>  Help Desk and Call Management
 
ALL RESULTS SOFTWARE SERVICES & RESELLERS HARDWARE RESEARCH LIBRARY
 
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Moving Beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions
May 2008 - (Free Research) In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Numara® Track-It! 8 Overview Webinar by Numara Software
March 2008 - (Free Research) In this webcast learn how auditing remote desktop management and bar coding functions can optimize your help desk software. Discover features that will speed up response times and improve user satisfaction levels.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Numara® FootPrints Change Management: Solutions for Automating and Managing Change by Numara Software
March 2008 - (Free Research) View this Webcast to explore the challenges in designing a workable change management process, defining approval workflows and to hear examples of creating audit trails for Sarbanes-Oxley compliance with respect to IT changes.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Numara® FootPrints 8: Service Management that Serves the Business by Numara Software
March 2008 - (Free Research) The right service management solution can help build workflows around the needs of your company. View this Webcast to learn how to can gain a competitive advantage for your service management with a solution that is easy to deploy and manage.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Green-Purchasing Initiatives Research Brief: Is IT Thinking Green? by Citrix Online - GotoMyPC
July 2008 - (Free Research) Organizations large and small are beginning to take a closer look at their environmental impact. Savvy company leaders understand that business practices have to evolve to protect the planet's sustainability as well as the long-term interests o…
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Turn a Limited VPN Connection into Anytime, Anywhere Remote Access by Citrix Online - GotoMyPC
July 2008 - (Free Research) Watch this on-demand Webcast to explore how organizations can increase employee productivity by providing secure remote access via Citrix® GoToMyPC® Corporate. Hear Lisa Phifer, VP Core Competence, discuss how this simple remote…
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

ExtraView IT HelpDesk by Extraview Corporation.
ExtraView IT HelpDesk Solution is a high-end solution designed to empower our customers to keep their most important customers, their employees, happy because happy, productive employees create and maintain happy, long-term customers. 
(ASP & SOFTWARE PRODUCT)GO TO DETAILED REPORT

Customer Support solution by Extraview Corporation.
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web. 
(ASP & SOFTWARE PRODUCT)GO TO DETAILED REPORT

Desktop Delivery: Making Desktop Virtualization Work by Citrix
August 2008 - (Free Research) This whitepaper discusses Desktop Virtualization and the impact on desktop management. It explores the challenges for desktop management in a pre-Desktop Virtualization world and issues that are not well addressed by Desktop Virtualization.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Forrester Wave: Service Desk Management Tools, Q2 2008 by Hewlett-Packard Company
April 2008 - (Free Research) This Forrester research brief reviews the strengths and weaknesses of top service desk management tool vendors like HP, CA, IBM, and BMC.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Securing Unified Communications by Cisco Systems, Inc
March 2008 - (Free Research) Discover how infrastructure, call management, applications and endpoints can work together to defend your voice and data traffic.
(PODCAST) VIEW ABSTRACT | GO TO PODCAST

Stopping Spam and Other E-Mail Threats by Cisco Systems, Inc
February 2008 - (Free Research) Spam and other e-mail scams are costing American business $10 billion annually in lost productivity, wasted IT resources, and help desk costs.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

IT Leadership Strategy: How to Provide World-Class Help Desk Support by Citrix Online-GotoAssist
July 2008 - (Free Research) Attend this Webinar to get an under-the-hood look at how GoToAssist Corporate remote support enables the IT organization to be the engine that keeps your end users productive and your company running.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Forrester Best Practices: Improve IT Service Delivery and Support with Remote Services by Citrix Online-GotoAssist
July 2008 - (Free Research) View this Webinar, featuring Chip Gliedman, principal analyst for Forrester Research, who reveals 5 best practices for improving IT service delivery and support.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

How Does Your IT Help Desk Measure Up? by Citrix Online-GotoAssist
July 2008 - (Free Research) Effective and efficient IT operations are the “table stakes” for IT-business groups’ relationships -- they’re taken for granted by user groups but are glaring when absent.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How to Calculate the ROI of Remote Support by Citrix Online-GotoAssist
July 2008 - (Free Research) Remote support platforms offer a compelling ROI story, with impacts to multiple core metrics such as first contact resolution, incident handling time and customer satisfaction.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices for Remote Support and Services by Citrix Online-GotoAssist
July 2008 - (Free Research) After evaluating a number of free and fee-based services, PlumChoice’s team selected the Citrix® GoToAssist Web-based support service.
(CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Password Management Survey by Siber Systems
September 2008 - (Free Research) This report shows how RoboForm Enterprise password management solution, can increase corporate security, eliminate password related help desk calls, improve end user productivity, and decrease overall IT costs.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Solving the Password Management Paradox Defining the Problem and Reviewing the Four Best-Known Solutions by Siber Systems
September 2008 - (Free Research) This paper discusses the paradox of strong password policies, evaluates several possible solutions, and recommends a password management solution that is cost effective and easy to implement.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Implementing a Telecommuting Program by Avaya, Inc
June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Go Green and Increase Profitability with Virtual Contact Centers by Avaya, Inc
June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices for Home Agents by Avaya, Inc
June 2008 - (Free Research) Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: Ennis Knupp + Associates by ABS Associates Inc.
August 2008 - (Free Research) This case study details how one company addressed unsatisfactory support from its service provider by partnering with ABS.
(CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya, Inc
May 2008 - (Free Research) This white paper discusses the challenges surrounding implementing a multi-site contact center and a solution that can assist you in making a smooth transition.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: Children’s Memorial Hospital by ABS Associates Inc.
July 2008 - (Free Research) In this case study Children’s Memorial Hospital engaged ABS to provide a variety of consulting services. Learn how ABS optimized the hospital’s help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.
(CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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