call help desk
RSS call help deskHelp Desk - Call Centre or Dispatch Centre?
White Paper Help Desk or Call Centre supported by technical support? Each approach to the provision of help desk services has its advantages and disadvantages. A... [12 Apr 2008]
Prioritize help desk requests with this call-level chart
White Paper Prioritizing support calls is a critical process for providing high-quality, efficient service, enabling help desk techs to quickly and accurately rank and route calls by their importance and the... [23 May 2006]
London Drugs Maximizes Internal and External Customer Service with PeopleSoft CRM
White Paper Fast-growing retailer London Drugs Limited needed to fulfill its mission of excellent customer service with an improved customer call center, and also needed to provide internal IT help... [25 Feb 2004]
Simpler Desktop Environment Extends Efficient Systems Management to Epicor's Worldwide Facilities
White Paper Improved desktop availability and application compatibility contributed to 30 percent fewer help desk calls and an average 42 percent decrease in help desk... [25 Feb 2004]
Helpdesk hell: Your reader comments
News A call to the help desk followed and they checked the CD ROM over the network but access was denied, indicating that the CD was not in the drive. The rep had told them to insert it into... [14 Aug 2002]
Indian outsourcing goes from strength to strength
News Located in Bangalore, India's 'Silicon Plateau', the contact centre will provide both general support and advanced technical help desk services to a variety of Convergys clients, many of whom operate in... [23 Apr 2003]
Reasons for Automating a Help Desk
White Paper Whether you call it a help desk, technical support, the problem management center, or even the customer support center, there are several reasons to consider automating your... [02 Sep 2008]
Smart Post-Sales Support Pays Off for Retail Logic
White Paper With their help desk performing a vital customer facing role, their help desk solution not only needed to be robust and reliable but capable of supporting the complex... [02 Sep 2008]
CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk
White Paper With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk. They rely on its own Unicenter ServicePlus Service Desk product to ease the... [25 Feb 2004]
Microsoft Access Help Desk Database
White Paper Use this sample Microsoft Access Help Desk database as a simple substitute for commercial help desk software. It provides pertinent customer information with tabs to... [16 May 2006]
Problem Management and SMBs
White Paper As more vendors begin to produce IT service solutions for the small and medium-sized business, and with IT budgets increasing, companies would be wise to invest in a help desk solution. The trends of... [23 Nov 2004]
Measure help desk performance more effectively
White Paper Help desk managers must look beyond an agent's answered calls, average call time and closed tickets. This sample chapter, taken from McGraw-Hill's Introduction to Help... [16 May 2006]
Expert Invest AB Manages Resources Expertly with Domino for Linux
White Paper Just before Christmas in 2000, Expert started using the latest version of INVID Help Desk on a Domino for Linux server specially tuned by Cendio Systems, a Linux system integrator and Lotus Business... [03 Jul 2008]
Using HP Web Jetadmin 10.0 in Help Desk Operations
White Paper Proactive measures, such as regularly querying for status or enabling email alerts, can be enforced so that printer problems can be resolved before the end user call ever comes in to the Help... [11 Apr 2008]
Providing next-generation, browser-based customer support with Motorola eCare
White Paper With this increased investment comes increased accountability for any help desk software that may be implemented. Cost challenges for help desks and call centers An... [31 Oct 2007]
