Help Desk and Call Management White Papers, Case Studies and Help Desk and Call Management Webcasts

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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)

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Real-Time Field Force Optimization: Dynamic Scheduling & Dispatch as SLM Best Practice

by Astea International Inc. (E-mail this company)

September 2005 - (Free Research) This paper explores how the use of scheduling technology can help companies attain and extend the benefits of SLM by providing service-aware dispatching tools that can greatly improve the efficiency of technicians and dispatchers alike--simultaneously improving service levels and reducing cost.

(WHITE PAPER)

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Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch

by Astea International Inc. (E-mail this company)

August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry

(WHITE PAPER)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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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)

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The Many Faces of Single Sign On

by Quest Software, Inc

May 2008 - (Free Research) Single sign-on is an example of something that everybody wants, but nobody ever really totally achieves.

(WHITE PAPER)

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ExtraView 5-Free Program - Issue Tracking, Workflow, and Process Platform

by Extraview Corporation (E-mail this company)

September 2007 - (Free Research) Register now and start using ExtraView for free. This is not a trial version; this is the same issue tracking system used by many Fortune 1000 companies. There are no hidden "gotcha's". Use your fully functional ExtraView site for up to five users free of charge, with no time limit.

(DEMO)

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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)

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