TechRepublic Resources
- Help your end-users make Help Desk calls the right way
- If you've managed a Help Desk for very long, you know the frustrations your staff feels when dealing with callers who can be irritable and demanding. It helps to counsel your staffers to keep their calm and explain things patiently to the caller, but it may also help to give...
- Tags: Agent, Call, Help Desk, Call Centers, Real Estate, It Operations, Business Operations, Diana Thompson
- Blog posts 2008-05-08
- Is there no career opportunity for the Help Desk pro?
- In a piece published today on Computerworld, Thomas Hoffman writes that people look at the career opportunities for Help Desk pros two ways: One, that the Help Desk is a dead-end job and two, that it is a perfect opportunity to see how a company works and flex your people...
- Tags: Help Desk, Call Centers, Professional Development, It Operations, Career, Toni Bowers
- Blog posts 2008-04-30
- Require help desk analysts to make the most of down time
- Should help desk analysts be allowed to do whatever they want when they're not answering and documenting calls? Or should they be asked to perform other duties between calls? Is too much down time a sign the help desk is overstaffed? There's been some fervent debate and...
- Tags: Jeff, Help Desk, Call Centers, It Operations, Bill Detwiler
- Blog posts 2008-04-25
- 10+ dangerous species of help desk callers
- During my years working in IT support, I have become more and more interested in the many types of people who call IT help desks. Like a biologist, I have found that having a classification system is critical in understanding the users I help on a daily basis. With this...
- Tags: Caller, Species, Computer, Expert, Userus, Pig Pen, Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-04-25
- Recognising the signs of help desk burnout
- Do you find help desk work to be a chore lately? Is it hard to get up in the morning and get yourself into the office? Are you finding it harder to pick up the phone and sound cheerful and interested? Do the users get on your nerves these days,...
- Tags: Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-04-18
- Don't expect these five high-tech skills to bring you more money
- If pay rate for a skill is any indication of its value, there are some IT skills that look to be well on their way to extinction. A recent piece from Networkworld listed the five high-tech skills that don't command the pay that they once did: 1....
- Tags: Skill, Help Desk, Programming Languages, Development Tools, Call Centers, Strategy, Middleware, It Operations, Software Development, Software/Web Development, Management, Enterprise Software, Software, Toni Bowers
- Blog posts 2008-05-07
- TR Out Loud - May 9, 2008
- If you haven't gotten wind of the most recent news, you won't want to miss this episode of TR Out Loud. Sure, you'll still hear all the staples, as well -- top five discussions, sweet biscuits, ShhhIT list, and Question of the Week -- at least for the next week....
- Tags: Professional Development, Help Desk, Podcasts, Call Centers, Career, It Operations, Internet, Sonja Thompson
- Blog posts 2008-05-09
- SmarterTrack (exe)
- SmarterTrack 3.x is a robust support Help Desk, Ticket System, Live Chat, Cost Analysis, Data Mining, Knowledge Base, Reporting, and Analytics software application through an elegant AJAX web interface. SmarterTrack brings the performance of a desktop application to the Web and can be run stand-alone or integrate with your customer...
- Tags: Web, SmarterTools, AJAX, Help Desk, Data Mining, Channel Management, Call Centers, Desktops, Tools & Techniques, Internet, Software/Web Development, Web Development, Web 2.0, It Operations, Enterprise Software, Software, Data Management, Marketing, Hardware, Management
- Software downloads 2008-05-06
- Go Green With Home Agents: How a Virtual Contact Center Can Be Good for Profitability, Competitiveness, and the Environment
- The carbon atom. It's too small to be visible to the naked eye, but it's causing a shift in global business that's hard to ignore. That shift probably is visible in one's business. Perhaps one's company's leaders are committed to doing their part to leave a clean, cool planet for...
- Tags: Agent, Environment, Contact Center, Avaya Inc., Call Centers, Real Estate, Customer Relationship Management (CRM), Leadership, It Operations, Business Operations, Enterprise Software, Software, Management
- White papers 2008-03-01
- Use asset tracking to provide better support
- The small research department I inherited was pretty thin on IT practices when I joined up. There weren't too many users to worry about, so the previous tech manager could get by without having many documentary procedures in place. He kept most of the maintenance history of his machines in...
- Tags: Asset, Department, Hardware, Help Desk, Insurance, Financial Planning, Call Centers, It Operations, Business Operations, Corporate Insurance, Finance, William Jones
- Blog posts 2008-04-29
- COLT TELECOM GmbH Improves Customer Service and Increases Customer Retention With Remedy
- COLT TELECOM Group is one of the most successful telecommunications suppliers in Europe. COLT TELECOM GmbH of Germany realized the importance of providing rapid and reliable customer service, and as part of that service, wanted to ensure that callers to the company would be routed immediately to the person who...
- Tags: BMC Software Inc., Customer Service, Solution, COLT TELECOM Group, Remedy Corp., COLT TELECOM GmbH, Help Desk, Customer Relationship Management (CRM), Product Marketing, Call Centers, It Management, It Operations, Enterprise Software, Software, Marketing, It service Management
- Case studies
- Fiditalia Credits Customer Satisfaction to PeopleSoft Enterprise CRM
- To meet the demands of a growing, well-informed market, Fiditalia needed to give customers greater access to information and an easier customer experience. Fiditalia wanted to let customers interact with the company through multiple channels. Fiditalia implemented PeopleSoft Enterprise Customer Relationship Management, enabling customers to request services and information through...
- Tags: PeopleSoft Inc., Call-center, Customer, Customer Satisfaction, Information, CRM, Fiditalia, Call Centers, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, It Operations, Software, Marketing
- Case studies
- TELSK Dramatically Improves First Call Resolution Rates and Customer Satisfaction
- TELSK is a joint venture company created by TELUS International and SK C&C. Previously, TELSK had disparate contact centers and PC Support personnel in 16 separate help desk support teams in multiple locations in Korea. As a result, the support team's ability to respond rapidly to problems was hampered, and...
- Tags: BMC Software Inc., Team, Thomson First Call, Customer Satisfaction, TELSK, ITIL, Process Improvement, Team Management, Call Centers, Help Desk, It Services, It Management, Quality, Business Operations, Management, It Operations, It service Management
- Case studies
- Horizon Healthcare Services Enters a New Era in Customer Service With Siebel CRM
- Horizon Healthcare Services, Inc. (Horizon), headquartered in Newark, is New Jersey's largest health insurer. Faced with a growing member population and increasing competition, Horizon realized that it needed to upgrade its call center and sales force systems in order to better serve its customers while reducing administrative costs. By implementing...
- Tags: Customer Service, Siebel Systems Inc., Health Care, Horizon Healthcare Services Inc., CRM, Sales Strategy, Sales Force Management, Call Centers, Customer Relationship Management (CRM), Sales, It Operations, Enterprise Software, Software
- Case studies
- Build It or Buy It? Deciding How to Automate Your Help Desk, a Help Desk Institute White Paper
- This white paper provides insight into automating your small business help desk. It explores the advantages and disadvantages of purchasing help desk software, compared with using internal resources to develop the software in-house. This decision is an important one for small businesses. Read this white paper, compliments...
- Tags: BMC Software Inc., Help Desk Institute, Small Business, Remedy Corp., Help Desk Software, Help Desk, Call Centers, It Operations
- White papers
- GroupLink Announces New Version of IT HelpDesk Software
- This webcast has been hosted by Tripwire. It will discuss Customer satisfaction surveys at the close of a ticket, emergency banner to notify end users of system down times, ticket Pool for technicians to find and follow up on unassigned tickets, technicians can search through LDAP to add end users...
- Tags: Novell Inc., Ticket, Information Technology, Technician, GroupLink, LDAP, Help Desk, Call Centers, Directory Services, Product Marketing, Enterprise Software, Software, It Operations, Marketing
- Webcasts
- ustra on Track for Customer Satisfaction With PeopleSoft Enterprise CRM
- ustra is a public a transportation company. It needed to maintain its competitive edge in an increasingly crowded market. Operating in a newly deregulated industry, the company wanted to distinguish itself by better understanding the needs of its customers. ustra implemented PeopleSoft Enterprise Customer Relationship Management to improve communication with...
- Tags: PeopleSoft Inc., Oracle Corp., Customer Satisfaction, CRM, Ustra, Transportation, Customer Relationship Management (CRM), Advertising & Promotion, Call Centers, Mergers & Acquisitions, Enterprise Software, Software, Marketing, It Operations, Investment, Finance
- Case studies
- The Nortel Multiservice Switch 7400 Lays the Foundation for Global Contact Center Connectivity
- Understandably, Cadence Design Systems, Inc. takes the quality of its communications very seriously. Cadence Design Systems did not have the infrastructure they needed for their contact centers. Cadence chose Nortel and its Multiservice Switch 7400 platform. Not only did Nortel provide that assurance, it had precisely the communications network solution...
- Tags: Nortel Networks Corp., Cadence Design Systems Inc., Contact Center, Nortel Multiservice Switch 7400, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- ForeningsSparbanken Improves Customer Satisfaction With BMC Software
- ForeningsSparbanken is one of the largest banking groups in the Nordic area. Ongoing accessibility is the service level standard at ForeningsSparbanken. To meet the needs of its diverse customer base, its help desk must be continually operational and highly reactive, 24x7. The bank looked for solutions that would assure improved...
- Tags: BMC Software Inc., Customer Service, Solution, Customer Satisfaction, ForeningsSparbanken, Accessibility, Help Desk, It Management, Call Centers, Product Marketing, It Operations, It service Management, Marketing
- Case studies
- Met Office Expands Horizons With Remedy IT Service Management Suite for the Enterprise
- The Met Office, headquartered in Exeter, Devon, is one of the world's leading providers of environmental and weather-related services. The challenge was the replacement of an ageing help desk system, which had outlived its usefulness and did not integrate with any other aspects of the Met Office's IT infrastructure, along...
- Tags: BMC Software Inc., Service Management, Microsoft Office, Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management
- Case studies
