Help Desk and Call Management

In this video Tom Floodeen describes Inquira's online customer service model that allows support technicians to answer inquires within seconds. In this video Tom Floodeen describes Inquira's online customer service model that allows support technicians to answer inquires within seconds...

Download this trial and learn how to provide remote technical support to customers and remote/mobile workers without leaving your office. Product Type: Remote Technical or Remote Desktop Support
Target User: IT help desk or IT technical support Manager, Director or VP

IT Problem: Provide remote technical support to customers and remote/mobile workers without leaving your office

Download this trial and learn how to provide remote technical support to customers and remote...

The use of Remote Support Technologies gives support reps greater visibility into customer issues, and increases customer perceptions of the professionalism of the team and its value. It is no secret that customer support is a challenging profession, or that the value that a well-equipped and trained customer contact center or IT support help desk can provide is substantial. But in order to deliver on the promised value proposition, the team needs to have the latest in...

On-demand remote support solutions address the inadequacies of web tools, e-mail, and phone-based approaches to quality customer care. This paper helps anyone responsible for improving customer experience using affordable technology solutions. When today's business run 24/7 on fewer IT-dollars, the relentless job of supporting employees, suppliers, business partners, and customers is an organizational necessity and one of the biggest challenges facing support...

This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. Consolidation 2.0 is the latest and most effective call center consolidation strategy. Its core concept is simple: to consolidate the many, diverse activities of the enterprise contact center on a single virtual platform that supports the global distribution of contact center agents.

This white paper explains the benefits of...

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. While Desktop Virtualization puts the desktop into the data center, it is not a panacea for desktop delivery. Desktop Virtualization works best as part of a comprehensive Desktop Delivery approach which focuses on the most...

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. In this Webcast, learn about a high-productivity interface, email request processing and self-service that will speed up response times and improve user satisfaction levels. Explore how auditing, remote desktop management and bar coding functions can optimize...

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. Change Management is a process developed to ensure that standardized methods and procedures are used for handling all changes. The goal of change management is to minimize the impact of changes on service quality. It can be applied to IT changes and to...

Single sign-on is an example of something that everybody wants, but nobody ever really totally achieves. This Research Brief leverages the findings of recent Aberdeen research on user authentication to provide insights into the factors that should influence selection among different approaches to a common problem...

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. 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. To keep...

ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web. As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform. Platform-independent and highly scalable, the ExtraView...

This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals. As enterprises continue to embrace virtualization, IT staffers see a need for better management tools for this key new technology. 75 percent of IT managers call virtualization management important to their operations, according to an October...

The service desk is the first line of defense for reacting to IT issues, yet most organizations haven't designed their service desk properly. Read this white paper to learn about a solution that addresses this problem and help support your clie... A key component of any successful IT management strategy is an effective service delivery capability, and an organization's service desk is essential to ensure quality service and support. Although the service desk is often the...

This case study details how one company addressed unsatisfactory support from its service provider by partnering with ABS. Experiencing slow response time, inconsistency, lack of redundancy and labor intensive data restoration are major issues for many companies today. Contracting with the right managed services provider can help you avoid these problems. This case study details how one company addressed unsatisfactory support from its service provider by partnering...

In this case study Children's Memorial Hospital engaged ABS to provide 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. Children's Memorial engaged ABS to provide a variety of consulting services, one of the assignments involved conducting an independent assessment of the hospital's existing help desk in order to improve service levels.

With the...

Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy. You are considering outsourcing your contact center or employee help desk function, and you can't decide whether to look at onshore or offshore options. While cost is a factor, are there certain instances when onshore outsourcing makes more business sense than offshoring? Let's examine the pros and cons of each as well as...

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. This paper examines the implementation of telecommuting capabilities, from an operations management perspective. Based on experience of the Avaya Business Communications Consulting (BCC) team, the paper addresses...

This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. In addition to being good for the environment, Home Agent programs can have many positive impacts to your bottom-line.

Using home agents allows contact centers to tap into large pools of available job candidates. Geography need not be a barrier to recruiting and retaining talented people.

When agents have high levels of job satisfaction...

Employing home agents allows you 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. 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.

A home agent is a contact center agent who works solely from home. The best...

Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. Internet Protocol (IP) has altered the technical and economic landscape for multi-site contact centers. It gives IT managers enhanced, easier-to-use and more cost effective tools for building, consolidating and extending multi-site contact center environments. Implementing a...

Read more about improving your communications and simplifying the device-centric world with SIP Communications for Dummies 2nd Edition. Do you have too many devices, too many numbers, too little time yet need to connect all these devices together? SIP as an open standard for connectivity might be your answer. Read more about improving your communications and simplifying the device-centric world with SIP Communications for Dummies 2nd Edition...

This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way. A contact center is many things-- cost center, profit center, key source of revenue, key source of frustration, strategic weapon, strategic disadvantage, source of marketing research, source of marketing paralysis-- all depending on the goals and capabilities of the...

ITIL Service Delivery provides the processes for identifying, planning and provisioning IT services, while Service Support addresses the day-to-day support and maintenance of these services. Many IT managers are turning to the Information Technology Infrastructure Library (ITIL) as roadmap for service delivery and support. Chief among ITIL's objectives are:

• Aligning IT services with the current and future needs of the business
• Improving the overall quality of

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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. In November of 2007 Siber Systems and eMedia conducted a survey in which 600 IT professionals were asked a series of questions about password security, password convenience, as well as current challenges related to password management in their respective...

This Forrester research brief reviews the strengths and weaknesses of top service desk management tool vendors like HP, CA, IBM, and BMC. This Forrester research brief reviews the strengths and weaknesses of top service desk management tool vendors.

Based on the research, service desk management tools appropriate for large organizations are characterized by their ability to:

• Handle large call volume
• Model large and complex workflows
• Integrate with common systems and asset

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