WHITE PAPER - This white paper is a guide to the top ten causes of trouble in a Cisco network and how to address them, but is not intended to be a troubleshooting guide.
Posted: November 6, 2009 | Published: November 5, 2009


Topics:  Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks | Technical Support Staff | Troubleshooting

WHITE PAPER - This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well?intentioned management blunders and discuss good and bad uses of support technology.
Posted: October 29, 2009 | Published: October 29, 2009


Topics:  Customer Support Software | Help Desk Management | Help Desk Software | Help Desks | Remote Access Software | Remote Control Software | Remote Network Management | Remote Support Services | Troubleshooting

WHITE PAPER - Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform.
Posted: October 29, 2009 | Published: October 29, 2009


Topics:  Customer Support Software | Help Desk Software | Help Desks | Remote Access Software | Remote Computing | Remote Control Software | Remote Support Services

WHITE PAPER - In these tough economic times, how do you address the challenge of reducing costs without diminishing your service quality? Companies can lower costs significantly and meet the growing demand for services by taking a more holistic approach. This paper discusses the importance of taking a unified approach to service support management and...
Posted: June 18, 2009 | Published: June 15, 2009


Topics:  Change Management | CIOs | Configuration Management | Help Desks | IT Service Management | IT Services | ITIL | Service Level Management | Service Process Optimization Software | Workforce Planning

WHITE PAPER - This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used.
Posted: April 21, 2009 | Published: March 5, 2009


Topics:  Business Intelligence | Business Process Management | Customer Service | Customer Support Software | Help Desk Management Services | Help Desks | IT Infrastructure | ITIL | Operational Support Systems