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ALL RESULTS SOFTWARE SERVICES & RESELLERS HARDWARE RESEARCH LIBRARY
 
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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

Increase First Contact Resolution: The Key to Superior Support by Citrix Online - GotoAssist
July 2008 - (Free Research) John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

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

Shenzhen Telecom by Pitney Bowes Group 1 Software
July 2008 - (Free Research) Pitney Bowes Group 1 Software customer communication management (CCM) solution allows Shenzhen Telecom to provide customized billing, while greatly enhancing operational efficiency and customer satisfaction.
(CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Mentor Graphics Video Testimonial by InQuira Inc
October 2008 - (Free Research) In this video Tom Floodeen describes Inquira's online customer service model that allows support technicians to answer inquires within seconds.
(VIDEOCAST) VIEW ABSTRACT | GO TO VIDEOCAST

IT HelpDesk Solution by Extraview Corporation (E-mail this company)
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 (E-mail this company)
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. 
(ASP & SOFTWARE PRODUCT)GO TO DETAILED REPORT

The Profit-Minded Contact Center - Building an ROI Case for Customer Interaction Solutions in Financial Services. by Portrait Software
September 2008 - (Free Research) This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Virtual Call Center - Five Simple Strategies to Make Your Support Center Callers Smile by Angel.com
October 2008 - (Free Research) This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

To Get Promoted in Customer Support, Do These Five Things by Parature, Inc.
March 2008 - (Free Research) Ascendancy in customer support ranks today demands a mix of both technical and business insight. Professionals that make service and support their career path and successfully move up the ladder, boast a range of skills across both disciplines.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

BuilderMT Increases Customer Satisfaction From 66% to 90% in Less than a Year with Parature by Parature, Inc.
February 2008 - (Free Research) BuilderMT is the nation's leading provider of production management software for residential homebuilders, and has achieved wide notoriety and national awards for streamlining the workflow management process and improving the efficiency
(CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

The Top Ten Mistakes Customer Support Teams Make and How to Avoid Them by Parature, Inc.
February 2008 - (Free Research) This white paper discusses the most common mistakes made by customer support teams, provides insights into how to avoid them, and cites examples of organizations that have experienced these issues and have adopted solutions to correct them.
(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

Best Practices for Producing On Demand Video for the Web by Akamai Technologies
March 2008 - (Free Research) This paper will help you understand and select from the most popular video formats, it provides an overview of video processing and encoding practices that can help you create the best-looking Web video for your Web site.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Boosting Online Commerce Profitability by Akamai Technologies
March 2008 - (Free Research) To thrive in today’s increasingly crowded world of Internet retailing, businesses that conduct commerce online must continually innovate to engage and enthrall their customers.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Are You Providing Your Customers with the Satisfying Experience That will Keep Them Coming Back? by Cisco Systems, Inc.
September 2008 - (Free Research) In today’s tough economic times, businesses face a daunting challenge: do everything possible to attract and retain customers. This paper examines eight strategies for creating a relationship with your customers that will keep them coming back.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Winning Strategies for Customer Responsiveness - An Article from IQ Magazine by Cisco Systems, Inc.
February 2008 - (Free Research) A basic platform for successful customer responsiveness is an IP-based call center, also known as a customer contact center.
(ARTICLE) VIEW ABSTRACT | GO TO ARTICLE

How to Provide World-Class Customer Service in Small and Midsized Businesses by Cisco Systems, Inc.
February 2008 - (Free Research) Join industry experts, leading business authors, and BizWise TV host Rick Spence as they discuss the whys and hows of providing world-class care to customers.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Total Support: Achieving Sustainable Business Growth with a Remote Support Solution by NTR Global
November 2008 - (Free Research) Remote support increases revenue opportunities by improving the customer experience and creating measurable value for the customer and provider alike.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Achieving Profitable Growth through Exceptional Customer Experience by CA
November 2008 - (Free Research) In this whitepaper, Datamonitor focuses on nine key steps that can – and should – be taken by CSPs to improve standards by delivering outstanding service and achieving various objectives.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support by NTR Global
September 2008 - (Free Research) 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.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Improve Customer Service, Call Metrics and Reduce Support Costs Using a Remote Technical Support Solution by NTR Global
September 2008 - (Free Research) In this case study, Illumen improved its customer service, call metrics and reduced its support costs by using NTR global’s remote technical support solution. Learn more about NTR support.
(CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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