desk first call
RSS desk first callImproving First Call Resolution
White Paper You'll learn the hidden flaws in the current industry trend toward simple self-service--and how a new model combines self-service with the latest in help desk technology, resulting in fewer escalations and more first-call resolutions. [09 Jul 2008]
Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup
White Paper View this Serena webinar to see how Business Mashups drive productivity throughout IT, starting with the main internal customer entry point--the IT help desk. Keep your internal customers, support and development teams informed--from first call to... [05 Jul 2008]
Forrester Research Report: Thirty-One Best Practices for the Service Desk
White Paper According to a study conducted by Forrester Research, only 53 percent of surveyed IT users reported being satisfied with their help desk support. Download the Forrester research report, "Thirty-One Best Practices for the Service Desk," to discover... [03 Jul 2008]
Council Riding High as IT Campaign Leaves Its Mark
White Paper In April 2000 some 10,400 calls were being presented to the IT Service Desk each month. It chose assyst with the knowledge in mind that it was so much more than a help desk tool and it was out-of-the-box. [03 Jul 2008]
The Weekly Round-Up: 20.06.08
Round-Up Moving swiftly on, life isn't any easier for office workers chained to the desk, either. But care is needed operating your handheld device in the loo (oh, do behave), especially if you're making a 'stall call' with it. [20 Jun 2008]
Employee Self-Service: Benefits for the Help Desk
White Paper Plus, the credibility of the IT help desk is based on key metrics that are often affected by the lack of adequate resources. Metrics include first call resolution, call handle time, escalation rates and average time in the queue. [10 Apr 2008]
The Weekly Round-Up: 14.09.07
Round-Up Steve presses a big red button on his desk to call in his PA. Standalone unit sales of Vista at US retail stores were down 59.7 per cent compared with Windows XP, during each product's first six months on store shelves, according to NPD Group. [14 Sep 2007]
Siemens Business Services Improves Service and Satisfaction With BMC Remedy
White Paper The company wanted to provide a comprehensive service desk solution for the enterprise. This resulted in 74 percent first-call resolution rate, less than 30 second call wait time and "Very good" support team rating by 80 percent of customers. [14 Sep 2007]
Enterprise Networking Provider Deploys Windows XP and Office XP to 2,000 Users Worldwide in Four and a Half Weeks
White Paper It also helped reduce help-desk calls by 50 percent and increase problem resolution on the first call by 25 percent. Enterasys Networks, a provider of communications infrastructure solutions to enterprise-class customers, moved from multiple... [30 Aug 2007]
US presses ahead with patent reforms
Whether a single, unified patent bill will actually make it to the president's desk this time around still remains to be seen. Supporters say the proposal would go a long way towards staving off expensive court litigation, limiting what are... [23 Jul 2007]
FMC-flavoured BlackBerry on the way
News Such technology is central to what is known as fixed-mobile convergence (FMC), which describes the concept of being able to contact someone's desk phone or mobile phone through a single number, and those two phones sharing PBX functionality. [29 May 2007]
CA Leverages Its Own Products to Manage Worldwide Help Desk; First-Call Resolution Up by More Than 20% and Call Volume Down by 42%
White Paper CA's internal help desk addresses the requirements of its more than 14,000 employees globally. Due to this degree of demand, the CA help desk faced a mounting challenge. This was solved by deploying two of CA's own solutions - Unicenter ServicePlus... [08 Mar 2007]
Touchpaper Helps Staffordshire County Council Realise New Vision for IT
White Paper The goal of Staffordshire County Council's service desk function is to provide a fast and efficient IT support service to councillors, council staff and members as well as staff at schools across the county. [06 Dec 2006]
How to Provide World-Class Help Desk Support in Remote Environments
White Paper During this Webinar we will show you how software and technology companies, as well as mortgage companies, law firms, insurance agencies and hospitals, are exceeding technology user's expectations while reducing call-handling times and first-call... [04 Dec 2006]
Trialware: Secure and Simple On-demand Remote PC Support
White Paper InQuiero establishes an immediate, secure connection between your support desk and a remote PC or MAC, enabling your support staff to quickly and confidentially diagnose and resolve remote users' computer problems. [04 Dec 2006]
