WHITE PAPER - This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.
Posted: September 1, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Help Desks | Service Level Management | Staffing

CASE STUDY - In this case study, Jobfox was looking for a customer service system with self-service capabilities, automation and reporting. Learn how Parature Customer Service software was the solution with its ease of use and maintenance, and rapid deployment.
Posted: August 28, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Customer Service | Email | Help Desk Management | Help Desks | Software as a Service | Spreadsheets

CASE STUDY - In this case study, TMA needed to streamline and automate its manual customer service process to reduce resolution times and improve satisfaction. Learn how Parature Customer Service software reduced time on manual administrative activities by 25%.
Posted: August 28, 2008 | Published: August 28, 2008


Topics:  Customer Satisfaction | Database Management | Database Performance Management | Help Desks | Software | Software as a Service

WHITE PAPER - 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.
Posted: August 20, 2008 | Published: August 20, 2008


Topics:  Desktop Management | Help Desks | Password Management Software | Passwords | Personalization | ROI | Security Software | TCO

WEBCAST - View this webinar to find out how Enteo Client Lifecycle is being added to HEAT, Remedy, and Footprints as well as other Service Desk Platforms.
Posted: July 22, 2008 | Premiered: July 1, 2008


Topics:  Application Deployment | Help Desk Management | Help Desk Management Services | Help Desks | IT Infrastructure | Patch Management | Policy-Based Network Management | Policy-Based Network Management Software | Remote Control Software | Web-Based Self-Service

WHITE PAPER - 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.
Posted: June 2, 2008 | Published: February 1, 2008


Topics:  Best Practices | Business Continuity Planning | Contact Centers | Help Desks | Security | VoIP

WHITE PAPER - Single sign-on is an example of something that everybody wants, but nobody ever really totally achieves.
Posted: May 16, 2008 | Published: March 1, 2008


Topics:  Data Encryption | Help Desks | Passwords | Security | User Authentication | Web Access | Wi-Fi

WEBCAST - 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.
Posted: March 28, 2008 | Premiered: March 1, 2008


Topics:  Application Deployment | Best Practices | Business IT Alignment | Business Process Automation | Change Management | Customer Satisfaction | Help Desk Software | Help Desks | Web Applications Software | Workflow Software

WEBCAST - 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.
Posted: March 28, 2008 | Premiered: March 1, 2008


Topics:  Customer Service | Email | Help Desk Management | Help Desk Software | Help Desks | IT Asset Management | Productivity | Reporting Software | User Experience

WEBCAST - 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.
Posted: March 28, 2008 | Premiered: March 1, 2008


Topics:  Business Process Management | Change Management | Customer Service | Help Desk Management | Help Desk Software | Help Desks | Sarbanes-Oxley Compliance | Workflow Software

WHITE PAPER - In evaluating solutions that address the challenges raised in this brief, there are two primary areas of consideration: the capabilities of the solution, and the deployment and ongoing ease of use of the solution.
Posted: March 20, 2008 | Published: January 1, 2006


Topics:  Backups | Desktop Management | Help Desks

SOFTWARE LISTING - ExtraView IT HelpDesk provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
Posted: March 10, 2008 | Published: January 1, 2006


Topics:  Help Desks

PODCAST - Spam and other e-mail scams are costing American business $10 billion annually in lost productivity, wasted IT resources, and help desk costs.
Posted: February 22, 2008 | Premiered: September 20, 2007


Topics:  Antispam | Authentication | Email Management | Email Security | Help Desks | Productivity | Small Businesses | Small to Medium-Sized Businesses | SMBs | Spam

PRODUCT OVERVIEW - An effective service desk must offer a single point of contact to quickly and easily resolve desktop, mobile and software related issues. Learn how about a service desk that can allow you stay productive and focused on your business.
Posted: October 29, 2007 | Published: August 1, 2007


Topics:  Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management

WHITE PAPER - Transforming legacy help desk solutions into managed service desks can reduce support and maintenance costs without sacrificing quality. Learn how your organization can support continuous improvement, remain agile and adapt to change.
Posted: October 29, 2007 | Published: August 1, 2007


Topics:  Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management

WEBCAST - Discover more about a secure, remote support solution to help your organization improve help desk productivity and reduce downtime and costs.
Posted: October 10, 2006 | Premiered: October 18, 2006


Topics:  Customer Service Best Practices | Desktop Management | Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks | IT Service Management | ITIL | Technical Support Staff

JOURNAL ARTICLE - Before you outsource that help desk, think about its potential as a customer relationship management tool.
Posted: October 5, 2006 | Published: October 1, 2006


Topics:  CRM | Help Desk Management Services | Help Desks

WHITE PAPER - There are many "myths" that prevent companies from believing a third-party vendor can provide the help desk solution that best fits their needs. In order to uncover fact from fiction, let's take a closer look at ten common myths about hel...
Posted: May 19, 2006 | Published: May 1, 2006


Topics:  Help Desk Management | Help Desk Management Services | Help Desks | ITIL | Technical Support Staff

WHITE PAPER - There are many warning signs that indicate your organization might not be operating at its best. Even a help desk that receives minimal user complaints and experiences low call volumes can project signals that scream, "Danger ahead!" Learn the...
Posted: September 19, 2005 | Published: September 1, 2005


Topics:  Help Desk Management | Help Desk Management Services | Help Desks | IT Outsourcing Services | Outsourcing | Productivity | SLA | Vendor Selection