Applying Remote Support Technology for Maximum Impact
Remote-support technology is a powerful tool for support delivery. By using remote support, technicians can access the users' desktop to effectively diagnose and resolve the issues. But to yield maximum advantage the remote-support technology must be applied to the right type of problems. This white paper explores five strategic applications of remote support that yield maximum benefit and how to measure their business impact.
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6 Top Support Issues that Keep Execs Awake at Night
Confused about how to optimize your customer support program? You're not alone. Download this white paper to learn more.
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Balancing Customer Intimacy with Self-Sufficiency
IT products have become increasingly complex and more widely adopted by businesses and individuals of all technical abilities; the result is that demand for support is on the rise. In an effort to cope with growing support volume and increased customer expectations, technology vendors have embraced strategies that shift more support responsibility to the customer through investments in customer self-service resources.
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Defining the Great Customer Experience
There are two certainties in the support world: Customer expectations are on the rise, and support organizations must effectively differentiate from the competition to be successful. That's why it's more important than ever to fully understand the mechanics of good support.
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Driving IT Help Desk Efficiency with Customer-Centric Remote Support
The IDC predicts that by 2011, 73 percent of the U.S. workforce will be mobile, inevitably increasing the pressure on the IT help desk. That's why more companies are turning to Web-based, customer-centric remote support to support a burgeoning remote workforce. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support.
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Forrester's Five Essential Metrics for Managing IT
CIOs frequently ask what IT should measure and report to business executives. The key to success is choosing a small number of metrics that are relevant to the business and have the most impact on business outcomes. This new Forrester white paper reveals the five essential metrics for effectively managing IT.
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How to Deliver Superior Professional Services Cost-Effectively
This new white paper examines new strategies for improving operations and exceeding client expectations, despite today's economic climate. Remote service delivery is proving to be a strategic ally in providing premium service to clients while enabling you to cut costs.
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Measuring the Business Impact of Support
Support has many ways that it can affect the business. Support can be used as a means to drive revenue, sustain customer loyalty through satisfaction and increase productivity. The models and metrics used to measure support's business performance must be based on the underlying philosophy and support the overall business goals. Choosing the right metrics will not only support the business objectives but will serve the customers and users better as well.
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People + Processes + Technology: Creating a Winning Formula for Customer Support
You might have the world's best support professionals or the most sophisticated technologies – but if you don't effectively combine the two, your service and support will be run-of-the-mill or even mediocre. This white paper explores the critical relationships between people, processes, and technology, and provides best practices for delivering superior service and support.
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Supporting Employees Anytime, Anywhere
New business demands and an increasingly mobile workforce require a new approach to end-user support. This is leading organizations to a remote service delivery model that leverages the Web and Saas technology. Read this white paper to learn more about a service support solution that helps organizations significantly improve incident-handling capacity, decrease cost of IT support, and provide a highly positive experience for both end-users and IT staff.
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Drive Down IT Support Costs with ITIL-Based Best Practices
Watch this webinar to hear David Mainville, CEO of Consulting-Portal, a firm that specializes in Practical Solutions for Process Improvement, share practical ITIL based practices for establishing a metrics and governance program and how to apply these techniques quickly and with minimal overhead.
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Achieving First Contact Resolution: The Key to Superior Tech Support
If your company has to choose one metric to use, you should think about First Contact Resolution. Addressing the customer’s issue the first time they call or email your tech support can make for a stronger customer experience and boost productivity.
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How to Elevate Your Support Centers Value and Visibility
It’s never been more important to improve visibility and value and in today’s economy, many support center leaders are under pressure to do so. Download this webcast to learn how to leverage the three dimensions of value.
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Knowledge Is Power: Leveraging Surveys to Improve Customer Retention
Watch this webinar to hear John Ragsdale, VP at The SSPA, share strategies for using surveys to radically improve the customer experience, accurately measure session performance and fortify one of your most important revenue streams.
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Strategies for Turning IT Business Satisfaction into Bottom Line Results
If your IT department isn’t accessing customer satisfaction, you’re overlooking a gold mind. This data is an invaluable resource for creating a strategic IT plan that impacts the bottom line and insures business success. Download this webcast to learn more.
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