WHITE PAPER - This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support. 
Posted: March 5, 2010 | Published: April 1, 2009


Topics:  Call Center Management | Call Center Services | Call Centers | CRM | CRM Services | Customer Interaction Services | Customer Self-Service | Customer Service | Customer Support Software | IVR | Self-Service Applications Software

WHITE PAPER - Read this paper to learn how Over 22,000 customers trust and rely on EVault for protection of their mission critical data. They made this decision based on EVault's ability to address their requirements.
Posted: February 4, 2010 | Published: February 4, 2010


Topics:  Backups | Business Continuity Planning | Compliance (Systems Operations) | Customer Retention | Customer Satisfaction | Customer Service | Customer Support Software | Disaster Recovery | Privacy Rights | Security

WHITE PAPER - The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits.
Posted: June 18, 2009 | Published: June 15, 2009


Topics:  Customer Satisfaction | Customer Service Best Practices | Customer Support Software | Help Desk Management | Help Desk Management Services | Help Desk Software | IT Best Practices | Service Level Management

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

WHITE PAPER - Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility..
Posted: April 21, 2009 | Published: February 1, 2009


Topics:  Business Process Automation | Change Management | Collaboration | Compliance (Systems Operations) | CRM | Customer Loyalty | Customer Service | Customer Support Software | Knowledge Management | Reporting Software | Workflow Software